SAP - IS-U Customer Service - Senior - Consulting - Location OPEN

Location: Anywhere in Country

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EY helps utilities organizations transform their operations through innovative SAP solutions that improve efficiency, enhance customer experiences, and support regulatory compliance. We work with clients across the utility value chain, helping them navigate complex business and technology transformations from strategy through execution.

As an SAP IS-U Customer Service Senior Consultant, you will support the design, configuration, testing, and implementation of customer-facing SAP IS-U solutions. You will work closely with business stakeholders and technical teams to translate utility service-operation requirements into effective functional solutions that support customer, account, contract, premise, service-request, and customer-contact processes across the meter-to-cash lifecycle.

Your Key Responsibilities

In this role, you will work with clients and internal teams to deliver SAP IS-U Customer Service solutions. You will apply your functional knowledge, analytical skills, and utility industry experience to address complex customer-service requirements and support successful project delivery. This position may require regular travel to meet client needs. Key responsibilities include:

• Gathering and analyzing requirements for customer and account maintenance, service requests, move-in and move-out, transfers, start and stop service, and related customer processes.
• Supporting the functional design and configuration of SAP IS-U Customer Service solutions, including business partner, contract account, utility contract, premise, service connection, and related customer master data.
• Designing and supporting service-request, notification, correspondence, and customer-contact processes in alignment with the deployed SAP IS-U and contact‑center solutions.
• Translating service-operation requirements into reliable customer, account, contract, premise, and service‑request workflows.
• Coordinating end-to-end process impacts and dependencies across Billing, FI‑CA, Device Management, Work Management, Retail Choice, digital channels, field service, and external contact‑center systems.
• Analyzing customer‑impacting exceptions involving service activation, account changes, billing readiness, payment status, field‑work requests, customer data, contract data, or system integrations.
• Designing and documenting business requirements and end-to-end process flows for customer self‑service web, mobile, and interactive voice response solutions integrated with SAP IS‑U Customer Service and meter‑to‑cash processes.
• Preparing functional designs, configuration documentation, test scenarios, process flows, data mappings, and other project deliverables.
• Executing unit and integration testing and supporting user acceptance testing, regression testing, defect resolution, and production issue analysis.
• Supporting customer, account, contract, premise, and service‑point data conversion activities, including data mapping, validation, reconciliation, and cutover readiness.
• Supporting cutover, data validation, production incidents, operational procedures, and post‑go‑live stabilization for customer and contract processes.
• Collaborating with client stakeholders, business users, technical teams, integration teams, and project leadership to communicate issues, clarify requirements, and support timely solution decisions.
• Providing knowledge transfer, user procedures, and functional guidance to client teams and junior project team members while clearly documenting customer and data impacts.

Skills And Attributes For Success

To thrive in this role, you will need a combination of SAP IS‑U Customer Service knowledge, utility industry experience, and strong client‑service skills. Your ability to analyze complex customer‑lifecycle requirements, collaborate across functional and technical teams, and communicate clearly will be important to delivering successful outcomes.

• Strong functional knowledge of SAP IS‑U Customer Service and the broader utility meter‑to‑cash process.
• Hands‑on knowledge of SAP IS‑U business partner, contract account, utility contract, premise, service connection, and customer‑service concepts.
• Experience with utility customer‑lifecycle processes, including customer and account maintenance, move‑in and move‑out, transfers, start and stop service, service requests, notifications, and customer contacts.
• Understanding of customer‑service dependencies involving Billing, FI‑CA, Device Management, Work Management, field service, digital channels, and contact‑center platforms.
• Ability to translate business, regulatory, operational, and customer‑experience requirements into practical SAP IS‑U functional designs.
• Strong analytical and problem‑solving skills, including the ability to investigate customer‑impacting exceptions and identify root causes.
• Ability to collaborate effectively with business, functional, technical, data, and integration teams.
• Strong written and verbal communication skills, with the ability to explain functional requirements and solution decisions to business and technology stakeholders.
• Ability to manage assigned deliverables, dependencies, risks, and priorities in a client‑service environment.

To qualify for the role, you must have:

• A bachelor’s degree.
• Typically, no less than 3 to 4 years of SAP IS‑U or SAP Utilities experience, including at least three years of hands‑on experience in SAP IS‑U Customer Service.
• Hands‑on experience delivering functional requirements, configuration or solution design, testing, and production support in a utility environment.
• Experience with SAP IS‑U customer, business partner, contract account, utility contract, premise, service connection, and customer‑service processes.
• Experience supporting utility customer‑lifecycle processes, including account maintenance, service requests, move‑in and move‑out, transfers, and start and stop service.
• An understanding of meter‑to‑cash processes and the dependencies among Customer Service, Billing, FI‑CA, Device Management, Work Management, field service, and connected systems.
• Experience preparing functional specifications, configuration documentation, test scenarios, process flows, data mappings, and other project documentation.
• Experience executing unit and integration testing and supporting user acceptance testing, regression testing, defect resolution, cutover, and production stabilization.
• Experience supporting customer and contract data conversion activities, including data mapping, validation, reconciliation, or cutover readiness.
• Experience working with business users, technical teams, integration teams, and project stakeholders to resolve functional and cross‑workstream issues.
• Strong analytical, communication, problem‑solving, and stakeholder‑management skills.
• A flexibility and willingness to travel to meet client needs; travel is estimated at 40-60%.

Ideally, you’ll also have:

• Prior consulting experience.
• Experience with SAP S/4HANA Utilities.
• Experience with SAP CRM, SAP Sales and Service Cloud, formerly SAP C4C, or a modern contact‑center platform.
• Experience with regulated or deregulated utility customer‑service processes.
• Experience designing or supporting customer self‑service web, mobile, interactive voice response, correspondence, or omnichannel solutions.
• Experience integrating SAP IS‑U Customer Service with digital channels, contact‑center platforms, field‑service applications, or external customer‑experience solutions.
• Experience supporting high‑volume utility customer‑service operations or large‑scale meter‑to‑cash transformations.
• Knowledge of utility regulatory requirements, market operations, and customer‑communication requirements.
• Experience supporting customer and contract data conversion, cutover, operational readiness, reconciliation, or post‑go‑live production support.

What We Look For

We seek individuals who are not only technically proficient but also possess the qualities of a leader. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients.

What We Offer You

At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers.

The salary range for this job is:

• New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $122,900 to $204,900
• Bay Area California offices – $128,100 to $213,400
• All other offices locations in the US, including Sacramento – $102,500 to $187,900
• Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.

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