Seeking an SAP IS-U CRM Consultant with 10+ years of overall experience in end-to-end implementation, configuration, enhancement, and production support of SAP CRM integrated with SAP IS-U. Must have strong expertise in customer service management, Interaction Center (IC WebClient), move-in/move-out, contract and order management, and utility disconnection/reconnection processes. Experience with CRM Middleware, BDocs, master data replication, and integration with SAP IS-U Billing, FI-CA, Device Management, and MDM is essential. The candidate should also be proficient in requirement gathering, fit-gap analysis, functional documentation, SIT/UAT, defect resolution, root-cause analysis, go-live support, and cross-functional stakeholder coordination.

Qualifications:

Overall 10+ years’ experience required

SAP IS-U CRM Implementation & Support: Handle end-to-end implementation, configuration, enhancement, and production support activities for SAP CRM integrated with SAP IS-U.
Customer Service Management: Configure and support customer service processes, Interaction Center (IC WebClient), customer inquiries, complaints, and service requests.
Move-In / Move-Out Processes: Manage utility customer move-in, move-out, start-of-service, and end-of-service processes.
Contract & Order Management: Configure and support utility contract management, service orders, quotations, and related business processes.
Disconnection & Reconnection: Support disconnection and reconnection processes, including coordination with relevant SAP IS-U backend functions.
CRM Middleware & Data Replication: Monitor and troubleshoot CRM Middleware, BDocs, and master data replication between SAP CRM and SAP IS-U.
SAP IS-U Integration: Coordinate integration with SAP IS-U Billing, FI-CA, Device Management (DM), Meter Data Management (MDM), and other connected systems.
Requirement Gathering & Functional Documentation: Conduct business workshops, analyze requirements, perform fit-gap analysis, and prepare Functional Specifications (FS), process documents, and solution designs.
Testing & Defect Resolution: Prepare test scenarios, support SIT and UAT, resolve functional defects, perform root-cause analysis, and assist with go-live and hypercare activities.
Stakeholder & Cross-Functional Collaboration: Work closely with business users, ABAP developers, integration teams, and functional consultants to deliver reliable solutions and improve utility customer experience.

Skills:
SAP IS-U Billing, FI-CA, MDM, DM, FS, CRM, SIT, UAT, Backend, Acceptance Testing, Billing, Consulting, Contract Management, Cross-Functional, Customer Relationship Management (CRM), Customer Service Management, Database Replication, Documentation, Gap Analysis, Integrated Circuits (ICs), Manufacturing Data Management, Middleware, Order Management, Production Support, Requirements Management, Root Cause Analysis, SAP

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