We are seeking a knowledgeable and proactive SAP Service Cloud Consultant to implement and optimize SAP s Service Cloud (part of SAP Customer Experience, formerly C/4HANA) for our clients. The consultant will play a key role in designing customer service processes, configuring the system, and ensuring seamless integration with other SAP and third-party systems.

Key Responsibilities:

Implement and configure SAP Service Cloud to meet client business needs

Analyze customer service processes and propose SAP-based solutions

Customize service scenarios including case/ticket management, service level agreements (SLAs), knowledge base, omnichannel integration (email/chat/phone/social), and field service

Integrate SAP Service Cloud with SAP ERP (S/4HANA), SAP FSM, and other platforms using middleware like SAP CPI

Conduct workshops, system demonstrations, end-user training, and documentation

Support testing cycles (SIT/UAT), go-live preparation, and post-go-live stabilization

Work closely with stakeholders including business users, developers, and project managers

Keep up with new features and innovations within the SAP Customer Experience suite

Required Skills & Qualifications:

Bachelors degree in Computer Science, Information Systems, Business, or a related field

6-8 years of experience in SAP Service Cloud (C4C) implementations and support

Strong knowledge of customer service business processes (B2B and B2C)

Hands-on experience with configuration of service scenarios: tickets, SLAs, workflows, queues, escalation management

Familiarity with SAP Cloud Application Studio (SDK) and key-user tools

Experience with middleware (SAP CPI etc.)

Ability to design custom objects, reports, and dashboards

Excellent analytical, communication, and presentation skills

SAP Service Cloud certification is a plus

Preferred Qualifications:

Experience with SAP Field Service Management (FSM)

Working knowledge of other CX modules (Sales Cloud, Marketing Cloud)

Experience in agile project delivery environments

Understanding of customer journey and service KPIs

Prior experience in industries like utilities, retail, telecom, or manufacturing is a plus

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SAP Service Cloud Consultant