Senior Consultant - SAP CX Functional - Service Cloud V2

5 - 9 years

7 - 11 Lacs

Posted:3 weeks ago| Platform: Naukri logo

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Job Description

JOB DATA:

JOB TITLE: SAP CX Functional - Service Cloud V2 Senior Consultant (Offshore)

Experience Required :5-9 years

Location - Hyderabad/ Pune/ Hybrid

Shift timings: EST - (5PM - 2AM IST)

Role Overview:

Responsible for the functional design, configuration, and deployment of the SAP Service Cloud V2 solution, ensuring effective service request management, knowledge base utilization, and seamless process flow with FSM and S/4HANA CS.

Key Accountabilities:

  • Configure and customize SAP Service Cloud V2, including

    Ticket Management, Service Order Processing, Knowledge Base, and Service Catalog

    .
  • Conduct workshops for requirements gathering, perform fit/gap analysis, and document functional specifications for the Service domain.
  • Configure workflows, queues, routing rules, and email channels for service ticket handling.
  • Work closely with the FSM Functional Consultant to ensure a smooth transition and integration for field service work.
  • Support all testing phases (SIT, UAT) and provide post-go-live functional support.

Experience Background:

  • 7+ years

    as an SAP CX Functional Consultant, with

    2+ full project lifecycles

    focused on Service Cloud (V2 preferred).
  • Deep understanding of ITIL principles and industry best practices for customer service management.
  • Experience defining service metrics and configuring reporting in the Service Cloud solution.

Core Competencies:

  • Expertise in SAP Service Cloud V2/V1 configuration, workflows, and service processes.

  • Strong knowledge of service contract management, warranty processes, and

    Installed Base (IBASE)

    integration.
  • Understanding of integration points between

    Service Cloud, FSM, and S/4HANA CS

    .

Preferred Competencies:

  • Experience with Service Cloud

    Analytics and Reporting

    configuration.
  • Familiarity with setting up

    Communication Channels

    (e.g., social media, chat) integration.

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