SAP IS U CRM Senior Consultant -Project-Enterprise Solutions
About The Position
Deloitte is hiring an experienced SAP IS-U CRM Senior Consultant for its Project Delivery Talent Model, a model designed for long-term, onsite client service delivery with less extensive travel. The role supports utility Customer Service operations and SAP utility systems, providing strategic analysis and recommendations to improve business processes, operational performance, and continuous improvement initiatives. The consultant serves as a subject matter expert for CRM and front-office Customer Service processes and transactions, and works between business areas and technical support organizations to translate business needs into technical requirements. The role also supports business requirements documentation, regulatory and operational compliance, process analysis, workflow optimization, testing, issue resolution, implementation, governance, risk identification, business continuity, and operational reporting. The position is part of Deloitte Enterprise Performance and Enterprise Operations as a Service, which provides managed services for enterprise technology and business processes.
Requirements
- At least 6 years of experience in Change Management.
- At least 6 years of SAP experience.
- Advanced knowledge of utility Customer Service operations, SAP utility system processes, query and reporting tools, and data analysis.
- Advanced proficiency with Microsoft Office applications, including Excel, PowerPoint, Word, and SharePoint.
- Advanced understanding of Web Applications.
- Strong communication skills.
- Bachelor’s degree, preferably in Computer Science, Information Technology, Computer Engineering, or a related IT discipline, or equivalent experience.
- Ability to travel an average of 10%, depending on work and clients.
Nice To Haves
- Analytical and decision-making ability.
- Ability to manage multiple projects and prioritize tasks into manageable work products.
- Ability to work independently or with minimal supervision.
- Excellent written and communication skills.
- Ability to deliver technical demonstrations.
Responsibilities
- Research, analyze, and recommend improvements to Customer Service business processes, operational performance, and continuous improvement initiatives.
- Document business requirements and support compliance with regulatory, operational, and internal control requirements.
- Serve as a subject matter expert for CRM and front-office Customer Service processes and transactions, including regulatory and operational support.
- Liaise between business areas and technical support organizations to document business needs and translate them into technical requirements.
- Support business process analysis, procedure development, workflow optimization, issue resolution, testing, validation, and implementation of operational improvements.
- Support business continuity, governance, risk identification, escalation, operational reporting, and execution of departmental priorities.
- Communicate with Engagement Managers, project team members, and functional and technical representatives; escalate matters requiring additional attention.
Benefits
- Employees are offered a broad range of benefits.
- Eligible to participate in a discretionary annual incentive program, subject to program rules and applicable factors.
- Professional development opportunities, including on-the-job learning, formal development programs, leadership opportunities, and mentorship.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
