SAP Service Cloud Consultant

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