SAP Service Cloud Consultant (Utilities)

Quick Facts

• Role: SAP Service Cloud Consultant for utilities (all genders)

Description

You support customers in analyzing and optimizing customer service requirements, from ticket intake to processing tickets with utilities-specific integration into backend systems. You run interactive CRM workshops, create technical concepts, and take ownership of customizing and development in SAP Service Cloud during implementation phases. You also contribute to service knowledge growth and use AI tools in your field with a critical mindset.

Responsibilities

• Analyze and optimize new customer service requirements

• Handle tickets from intake to processing with utilities-specific backend integration

• Conduct CRM workshops and create technical concepts

• Perform customizing and development in SAP Service Cloud during implementation

• Contribute to SAP projects with an experienced SAP team

• Participate in advancing the service knowledge

• Complete targeted trainings within career paths for continuous development

Requirements

• Experience in process analysis, solution design, and implementation of SAP Service Cloud for Utilities

• Strong communication skills and interest in structured business process analysis and optimization in customer service

• Ideally a degree in (business) informatics or comparable qualification

• Enjoy collaborating with customers and developing solutions for complex challenges

• Curiosity to learn additional SAP CX solutions such as SAP Sales Cloud, SAP emarsys, SAP CDC, or SAP CDP

• Confident use of AI tools in the specialist area; critically evaluate results and support customers in leveraging AI potential

• Very good German and good English skills