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SAP Service Cloud Consultant

8 years

0 Lacs

Posted:2 days ago| Platform: Linkedin logo

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Work Mode

Remote

Job Type

Contractual

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

  • 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

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Global Business Ser. 4u
Global Business Ser. 4u

Business Services

Los Angeles

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