SAP C4 Utilities Customer Service Functional Analyst

SAP C4 Utilities Customer Service Functional Analyst

This role is essential to ensure that customer-facing utility operations are effectively designed, configured, and optimized within SAP IS-U. The ideal consultant will possess deep functional expertise in Utilities Retail Customer Service processes, strong utility industry knowledge, and experience delivering enterprise-scale implementations for Utilities Customer Service using SAP C4. This consultant will support customer lifecycle management, service processes, business process optimization in SAP C4, and integration across Billing, FICA, and Device Management.

Location: Columbus, Ohio Duration: 30 Month Program

Key Responsibilities

• Provide SAP C4 Customer Service functional expertise in developing solution designs and system configurations aligned to business requirements
• Gather, analyze, and document customer service requirements from business stakeholders
• Develop and maintain: business blueprints, functional specifications, configuration documentation, process flows, test scripts, training documentation
• Configure and optimize SAP C4 Customer Service functionality, including customer master data, business partner management, move-in / move-out processes, service initiation and termination, premise and connection object management, contract creation and maintenance, customer inquiries, complaint management, service requests, credit and collections coordination
• Support integration with Billing, FICA, Device Management, CRM, Work Management systems
• Participate in Unit Testing, System Integration Testing (SIT), User Acceptance Testing (UAT), defect management, go-live support, hypercare
• Manage assigned project deliverables and timelines
• Coordinate with onshore and offshore functional and technical teams
• Verify project deliverables for quality and completeness
• Facilitate stakeholder reviews and approvals
• Support process improvement initiatives to enhance customer service efficiency
• Ensure compliance with public utility regulations and customer service standards
• Assist with data migration validation for customer and service records
• Support end-user training and operational readiness

Required Qualifications Mandatory:

• Previous Public Utility industry experience (required)
• 5–7+ years of hands-on SAP IS-U Customer Service implementation experience
• Strong expertise in Customer Service functional design, configuration, testing, customer lifecycle processes
• Full lifecycle SAP IS-U implementation experience
• Experience with Move-in / Move-out, customer account management, contract management, service requests, premise management, business partner structures
• Strong knowledge of Utility customer operations, business master data, moves process, Customer Inquiry Process, regulatory compliance
• Experience integrating Customer Service with Billing, FICA, Device Management, CRM
• Strong documentation and stakeholder communication skills
• Ability to work directly with client business experts
• Proven ability to support enterprise-scale transformation initiatives

Preferred Qualifications

• SAP CRM or CIS integration experience
• SAP S/4HANA utility transformation experience
• Experience with Customer engagement optimization, service order workflows, AMI/Smart utility customer processes, data migration, cutover planning
• Prior experience in regulated electric and/or gas utility environments
• Agile or hybrid project methodology experience
• Leadership experience within utility transformation programs
• Exposure to digital customer experience initiatives

Ideal Candidate Profile

• A highly experienced SAP C4 Customer Service functional specialist
• Strong in customer lifecycle process design for Retail Utilities Customer Service
• Comfortable configuring processes with SAP C4
• Comfortable working within complex enterprise utility environments
• Skilled in stakeholder communication and business process optimization
• Experienced in public utility customer operations
• Strong in documentation, testing, and implementation governance
• Able to manage multiple priorities and project deliverables
• Detail-oriented and highly organized
• Flexible with travel requirements
• Dedicated to delivering exceptional customer process outcomes

DTI is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, ancestry, age, disability, marital status, veteran status, or any other protected characteristic under Illinois state or federal law. All qualified applicants are encouraged to apply, and employment decisions are based solely on merit, qualifications, and business needs.