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Posted:2 days ago| Platform: Naukri logo

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Job Description

Job Title: SAP Service Cloud Consultant

Location: Remote

Job Type: Contract

Experience Level: Mid-level / Senior

Job Summary:

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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