SAP CRM Service Management Consultant

1 day ago

Bengaluru India SWITS DIGITAL Private Limited Full time

Job Description Job Title: SAP CRM Service Management Consultant Experience: 610 Years Location: Pan india Job Description We are seeking an experienced Service Management Functional Consultant with strong expertise in SAP S/4HANA Service Management (formerly SAP CRM Service). The ideal candidate should have in-depth knowledge of Customer Service processes and hands-on experience in implementing, configuring, and supporting service management functionalities within the SAP ecosystem. The role involves working closely with business stakeholders to design and optimize end-to-end service management processes from service request creation to contract management, billing, and performance analysis. The candidate will play a key role in enabling efficient, customer-centric service operations using SAP S/4HANA. Key Responsibilities - Configure and manage Service Management processes within SAP S/4HANA for Customer Management. - Create and track notifications for complaints, service requests, and detected issues. - Prioritize, classify, and manage notifications for effective resolution tracking. - Create, plan, and execute Service Orders, including resource allocation and cost management. - Track service order status, resources used, time confirmations, and cost postings. - Monitor stock movements, replenishments, and spare part availability for service operations. - Plan and manage on-site service interventions, including scheduling technicians and managing equipment. - Track interventions in real time and adjust schedules dynamically when needed. - Create and maintain Service Contracts, including SLAs, billing conditions, and renewal management. - Monitor contract compliance and manage renewals in alignment with customer agreements. - Manage service billing for rendered services, including parts consumption and integration with SAP FI for financial postings and accounts receivable. - Utilize reporting and analytics tools to generate KPIs, SLA metrics, and performance dashboards. - Work on integration scenarios between Customer Service (CS) and Plant Maintenance (PM) modules. - Collaborate with technical teams and business users to ensure solution quality and seamless process flow across systems. Required Skills & Qualifications - Minimum 6 years of experience in SAP Customer Service (CS) or CRM Service Management modules. - Hands-on experience in SAP S/4HANA Service Management (Customer Management). - Strong functional knowledge in service notifications, service orders, contracts, billing, and integration with finance (FI). - Expertise in integration between CS and PM modules. - Good understanding of SLA management, resource scheduling, and service logistics. - Strong knowledge of SAP master data (Business Partners, Equipment, Functional Locations). - Experience in requirements gathering, configuration, testing, and user training. - Excellent communication, stakeholder management, and documentation skills. Good to Have - Exposure to SAP Fiori apps for Service Management processes. - Understanding of SAP BTP extensions or analytics tools (e.g., SAC). - SAP certification in S/4HANA Service or SAP CRM Service.

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