SAP C4 Utilities Customer Service Functional Analyst

Saxon Global • Columbus, OH

1d

About The Position

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.

Requirements

• Previous Public Utility industry experience
• 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

Nice To Haves

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed