WHO WE ARE:
Founded in 2007, DTI (Diversified Technology, Inc.) is a successful African American owned IT Consulting/Staffing firm based in Chicago's Loop.
WHAT WE DO:
We focus on providing delivery, staffing, and supported services such as enterprise integration/implementations including, but not limited to, CRM, EAM, ERP, PMO, and QA.
We service clients in SLED (state/local gov't & education), financial services, fortune, public utility, as well as regularly partnering with Big 4 SI partners.
SAP IS-Utilities Customer Service / CRM Consultant
We are seeking an experienced SAP IS-Utilities (IS-U) Customer Service / CRM Consultant with strong functional expertise in the Utilities industry, supporting both Electricity and Gas business processes for a 2-3year engagement in the NY area.
Experience & Qualifications
- Minimum 8–10 years of SAP IS-Utilities experience, with strong focus on Customer Service and CRM.
- Strong Utilities industry experience supporting Electricity and Gas business processes.
- Hands-on experience with SAP IS-U Customer Service and related customer-facing processes.
- Experience working on large-scale SAP Utilities implementations, upgrades, enhancements, and production support engagements.
- Ability to work closely with business stakeholders, functional teams, technical teams, and integration partners.
Key Functional Skills
- Strong knowledge of Business Partner, Contract Account, Contract, Premise, Connection Object and Installation processes.
- Experience with Move-In, Move-Out, Customer Onboarding, Account Maintenance and Service Requests.
- Strong understanding of Customer Interaction Center / CRM processes, including customer inquiries, complaints, service orders, and interaction management.
- Experience with Electricity and Gas service processes, including service initiation, disconnection, reconnection, transfers, and account changes.
- Understanding of Meter-to-Cash processes and integration across Customer Service, Device Management, Meter Reading, Billing, Invoicing, and FI-CA.
- Experience with Service Orders, Notifications, Field Service integration, and related customer service processes.
- Understanding of Market/ Retail processes and deregulated utility environments is preferred.
- Familiarity with SAP S/4HANA Utilities and modern SAP customer engagement solutions is highly desirable.
Responsibilities
- Lead and support requirements gathering, Fit-to-Standard / Fit-Gap workshops, solution design, configuration, testing, and deployment.
- Translate Electricity and Gas business requirements into scalable SAP IS-U solutions.
- Configure and support IS-U Customer Service and CRM functionality.
- Develop functional specifications for enhancements, interfaces, conversions, and reports.
- Coordinate integrations with Billing, FI-CA, Device Management, Metering, Field Service, CRM and external utility systems.
- Support SIT, UAT, defect resolution, cutover, go-live, and post-production stabilization.
- Troubleshoot complex production issues and perform root-cause analysis.
- Work directly with utility business users and provide functional guidance and best-practice recommendations.
- Collaborate effectively with onsite/offshore teams and cross-functional SAP teams.
Preferred Skills
Experience with S/4HANA Utilities, SAP CRM / Customer Engagement, BPEM, Fiori, AMI/Smart Meter integrations, deregulated/retail utility markets, and utility-specific interfaces would be an advantage.
The ideal candidate should have strong communication and stakeholder-management skills and be capable of independently leading the Customer Service/CRM workstream for a large Electricity and Gas utility transformation.