SAP CRM Service Management Consultant

Job Title:

Experience:

Location:

Service Management Functional Consultant

SAP S/4HANA Service Management

Customer Service processes

service management functionalities

Key Responsibilities

• Configure and manage Service Management processes within SAP S/4HANA for Customer Management.
• Create and track notifications for complaints, service requests, and detected issues.
• Prioritize, classify, and manage notifications for effective resolution tracking.
• Create, plan, and execute Service Orders, including resource allocation and cost management.
• Track service order status, resources used, time confirmations, and cost postings.
• Monitor stock movements, replenishments, and spare part availability for service operations.
• Plan and manage on-site service interventions, including scheduling technicians and managing equipment.
• Track interventions in real time and adjust schedules dynamically when needed.
• Create and maintain Service Contracts, including SLAs, billing conditions, and renewal management.
• Monitor contract compliance and manage renewals in alignment with customer agreements.
• Manage service billing for rendered services, including parts consumption and integration with SAP FI for financial postings and accounts receivable.
• Utilize reporting and analytics tools to generate KPIs, SLA metrics, and performance dashboards.
• Work on integration scenarios between Customer Service (CS) and Plant Maintenance (PM) modules.
• Collaborate with technical teams and business users to ensure solution quality and seamless process flow across systems.
  

Required Skills & Qualifications

• Minimum 6 years of experience in SAP Customer Service (CS) or CRM Service Management modules.
• Hands-on experience in SAP S/4HANA Service Management (Customer Management).
• Strong functional knowledge in service notifications, service orders, contracts, billing, and integration with finance (FI).
• Expertise in integration between CS and PM modules.
• Good understanding of SLA management, resource scheduling, and service logistics.
• Strong knowledge of SAP master data (Business Partners, Equipment, Functional Locations).
• Experience in requirements gathering, configuration, testing, and user training.
• Excellent communication, stakeholder management, and documentation skills.
  

Good to Have

• Exposure to SAP Fiori apps for Service Management processes.
• Understanding of SAP BTP extensions or analytics tools (e.g., SAC).
• SAP certification in S/4HANA Service or SAP CRM Service.