Senior Associate, SAP CRM - Utilities

Responsibilities

• Support the execution of CRM projects and initiatives that align with client business goals to enhance customer experience and improve service delivery.
• Contribute to the implementation, configuration, and support of SAP CRM solutions, with a focus on SAP Service Cloud v2.
• Participate in end-to-end delivery activities across design, build, test, and deployment, as needed for the engagement.
• Support and lead SAP CRM project delivery activities (e.g., planning, status reporting, and RAID management) to help teams execute on time and with quality.
• Collaborate and learn from a high-performing team of SAP CRM professionals, and work alongside client stakeholders to deliver high-quality outcomes across the project lifecycle.
• Support gathering and documenting business requirements and translate them into functional specifications and user stories for configuration and development.
• Analyze current-state CRM processes, identify improvement opportunities, and support the design of optimized future-state workflows.
• Coach and review work products of Analysts/Associates.

Qualifications

• Three (3) to five (5) years of recent experience in the SAP C4C/ Service Cloud V1/V2.
• Bachelor's degree from an accredited college or university in information technology, business administration, or a related field, or alternatively significant experience in SAP.
• Experience with SAP for Utilities (IS-U) and hands-on experience with SAP Service Cloud v2 preferred; SAP certification in CRM or related modules with experience in S/4HANA is a plus.
• Solid understanding, or appetite to learn, of the utilities industry and its specific business processes.
• Strong communication and interpersonal skills with the ability to work on large-scale projects and collaborate within cross-functional teams.
• Familiarity or experience with other SAP CX solutions, such as SAP Sales Cloud, SAP Commerce Cloud, and SAP Emarsys Customer Engagement.