Senior SAP S/4HANA Utilities for Customer Engagement (CE) Consultant

◼︎ Role Overview

We’re looking for a Senior SAP S/4HANA Utilities for Customer Engagement (CE) Consultant who thrives in building unified customer service platforms—not just basic configurations. You’ll design and implement end-to-end service solutions in the S/4HANA core, replacing legacy "sidecar" CRM systems and sunsetting compatibility packs with a streamlined, middleware-free architecture.

This is a high-level strategic and hands-on role for someone who has already shipped S/4HANA Utilities workloads, managed the harmonized data model (Business Partners, Contract Accounts), and can lead the transition from legacy IS-U CSM to modern Customer Engagement.

▪︎ Key Responsibilities

• Architect and Configure the S/4HANA Interaction Center (IC) to handle utility-specific processes including Move-In/Out, Bill Corrections, and Financial Inquiries.

• Lead the Migration of legacy CRM 7.0 or ECC Customer Service (CS) functionality into the S/4HANA Customer Engagement embedded layer.

• Design Harmonized Data Models that unify Business Partners and technical objects (Connection Objects, PoDs) to eliminate data replication and middleware issues.

• Optimize Agent Workflows by integrating Joule AI and Fiori-based "Interaction Center" tiles to improve FTE productivity and reduce call handling times.

• Manage Technical Sunsetting of Compatibility Packs before the May 2026 deadline, ensuring business continuity for service and repair orders.

• Collaborate with Cross-Functional Teams (Billing, FI-CA, and Device Management) to ensure a "Clean Core" and seamless meter-to-cash integration.

• Enforce Governance on data lineage and master data quality within the new unified utilities data products.

• Automate & Innovate using SAP BTP for side-by-side extensions and integrating AI-driven simulations for demand and service planning.

◼︎ Required Qualifications

• 8+ years of hands-on experience in SAP Utilities (IS-U), with a focus on Customer Service (CSM/CRM).

• 2+ years working deeply with SAP S/4HANA Utilities for Customer Engagement (CE).

• Proven Lead Experience in at least one full-cycle S/4HANA migration from legacy CRM or ECC.

• Technical Mastery of the S/4HANA Web UI Framework, Fiori Launchpad, and the S/4HANA Migration Cockpit.

• Deep Process Knowledge of Meter-to-Cash, Contract Accounting (FI-CA), and Utility Master Data harmonization.

• Ability to Debug complex BOL/GenIL objects and optimize performance in a HANA database environment.

• Strong Leadership Skills to conduct "To-Be" workshops and manage senior stakeholders through complex digital transformations.

🔹 Nice-to-Have (Not Mandatory)

• SAP Certifications in S/4HANA Utilities or SAP Service Cloud.

• Experience with Joule AI or conversational AI integration within SAP workflows.

• Background in SAP BTP for building custom extensions or using SAP Build.

• Knowledge of SAP Field Service Management (FSM) for technical service order integration.