SAP C4 Utilities Customer Service Functional Analyst - Remote + Travel
United States of America
Full Time
4 days ago
Visa Sponsor
Key skills
SAP IS-U Customer ServiceSAP C4 Customer ServicePublic Utility industry experienceCustomer lifecycle processesCustomer Service functional designConfigurationTestingMove-in / Move-out processesCustomer account managementContract managementService requestsPremise managementBusiness partner structuresRegulatory complianceIntegration with BillingIntegration with FICAIntegration with Device ManagementIntegration with CRMSAP CRM integrationSAP CIS integrationSAP S/4HANA utility transformationData migrationCutover planningAgile project methodologyBusiness process optimizationGoUnit TestingIntegration TestingCRMSAPAgileLeadershipCommunicationAccount Management
About this role
DTI (Diversified Technology Inc.) is a successful IT Consulting/Staffing firm specializing in enterprise integration and implementations. The SAP C4 Utilities Customer Service Functional Analyst role involves optimizing customer-facing utility operations within SAP IS-U, supporting customer lifecycle management, and ensuring compliance with public utility regulations.
Responsibilities:
- Provide SAP C4 Customer Service functional expertise in developing solution designs and system configurations aligned to business requirements
- Gather, analyze, and document customer service requirements from business stakeholders
- Develop and maintain:
- Business blueprints
- Functional specifications
- Configuration documentation
- Process flows
- Test scripts
- Training documentation
- Configure and optimize SAP C4 Customer Service functionality, including:
- Customer master data
- Business partner management
- Move-in / move-out processes
- Service initiation and termination
- Premise and connection object management
- Contract creation and maintenance
- Customer inquiries
- Complaint management
- Service requests
- Credit and collections coordination
- Support integration with:
- Billing
- FICA
- Device Management
- CRM
- Work Management systems
- Participate in:
- Unit Testing
- System Integration Testing (SIT)
- User Acceptance Testing (UAT)
- Defect management
- Go-live support
- Hypercare
- Manage assigned project deliverables and timelines
- Coordinate with onshore and offshore functional and technical teams
- Verify project deliverables for quality and completeness
- Facilitate stakeholder reviews and approvals
- Support process improvement initiatives to enhance customer service efficiency
- Ensure compliance with public utility regulations and customer service standards
- Assist with data migration validation for customer and service records
- Support end-user training and operational readiness
Requirements:
- Previous Public Utility industry experience (required)
- 5–7+ years of hands-on SAP IS-U Customer Service implementation experience
- Strong expertise in: Customer Service functional design, Configuration, Testing, Customer lifecycle processes
- Full lifecycle SAP IS-U implementation experience
- Experience with: Move-in / Move-out, Customer account management, Contract management, Service requests, Premise management, Business partner structures
- Strong knowledge of: Utility customer operations, Business master data, Moves process, Customer Inquiry Process, Regulatory compliance
- Experience integrating Customer Service with: Billing, FICA, Device Management, CRM
- Strong documentation and stakeholder communication skills
- Ability to work directly with client business experts
- Proven ability to support enterprise-scale transformation initiatives
- SAP CRM or CIS integration experience
- SAP S/4HANA utility transformation experience
- Experience with: Customer engagement optimization, Service order workflows, AMI/Smart utility customer processes, Data migration, Cutover planning
- Prior experience in regulated electric and/or gas utility environments
- Agile or hybrid project methodology experience
- Leadership experience within utility transformation programs
- Exposure to digital customer experience initiatives