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

EY•Hartford, DC

2d•$102,500 - $213,400

About The Position

EY is hiring a Senior Consultant to support the design, configuration, testing, and implementation of customer-facing SAP IS-U solutions for utility clients. The role translates service-operation requirements into functional solutions covering customer, account, contract, premise, service-request, and customer-contact processes across the meter-to-cash lifecycle. It involves collaboration with business stakeholders, technical and integration teams, and project leadership to deliver utility transformations, address customer-service requirements, and support project outcomes. Regular client travel may be required; estimated travel is 40–60%.

Requirements

Bachelor’s degree.
Typically at least 3 to 4 years of SAP IS-U or SAP Utilities experience, including at least 3 years of hands-on SAP IS-U Customer Service experience.
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.
Understanding of meter-to-cash processes and 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, 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.
Flexibility and willingness to travel to meet client needs; estimated travel is 40–60%.
Strong functional knowledge of SAP IS-U Customer Service and the utility meter-to-cash process.
Ability to translate business, regulatory, operational, and customer-experience requirements into practical SAP IS-U functional designs.
Ability to collaborate across business, functional, technical, data, and integration teams and manage assigned deliverables, dependencies, risks, and priorities in a client-service environment.

Nice To Haves

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.

Responsibilities

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