SAP CRM Utility Consultant

[koko]

Location: Nationwide (U.S.)
Travel: Requires 80% - 100% travel
Qualified candidates must be authorized to work in the U.S. for any employer
No third parties please.




1. CRM IC Web

CRM candidate should have a broad “Customer Service” knowledge base for utilities and the necessary experience to immediately support customers.

A candidate pursuing the role of a SAP CRM Utility consultant should possess the following:

• End-to-End utility project implementation experience with team leadership skills, preferably Customer Service.
• SAP utility experience with utility companies having multiple services.
• Experience with working through business requirement discussions for typical utility scenarios including the following:
o Account Management
o Managing Service Locations
o Disconnections/Reconnections
o Establishing Payment Arrangements
o High Bill Inquiries
• Hands-on experience configuring the following type of activities within CRM 2007 or CRM 7.0
o Navigation Bar Profiles
o Business Roles
o Business Transactions
o UI (i.e. User Interface) Configuration
o FI-CA Function Profile
o Organization Structures
o Products
o Business Partner
o Business Agreement
• Hands-on experience configuration the following type of activities within ERP
o Master Data Templates supporting the creation of business master data and technical master data in addition to utility contracts
o Front Office Processes utility BOR (i.e. Business Object Repository) attributes and methods
• Experience integrating external CTI applications (e.g. BCM, Avaya, Genisys, etc) into an SAP system (ERP and/or CRM) to support screen pop within the interaction center.
• Experience configuring and troubleshooting CRM Middleware in relation to the Utility Replication model that primarily includes the Business Partner, Business Agreement, Utility Contract, Connection Object, and Point Of Delivery.
• Having CRM 2007 or CRM 7.0 experience the candidate should have knowledge of BSP (Business. Server Page) Components and the BSP Workbench. The candidate should have experience with enhancing components to add features such as additional attributes to the User Interface. With this experience the candidate should be aware of the Business Object Layer (BOL) and how objects relate to one another.


It would be considered a plus if the candidate showed experience in the following:

• Experience in interacting with prior Interaction Center versions, namely transaction CIC0 or CRM WinClient. a MUST-HAVE
• Contract Management configuration experience
• Email/Chat integration into the Interaction Center. For email, it would be beneficial if a candidate has experience with ERMS.
• CRM configuration experience with non-industry specific configuration around Marketing and/or Campaign Management
• Experience with a deregulated utility market
• Experience implementing a wide variety of services including electricity, gas, water, and refuse.

If you are qualified and interested in pursuing this opportunity, please forward a resume to Chris Lupoli at chris.lupoli@sap.com.