SAP Service Cloud Consultant

Job Title: SAP Service Cloud Consultant

Location: Remote

Job Type: Contract

Experience Level: Mid-level / Senior

Job Summary

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

• Bachelor's 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