SAP Service Management Architect

Job Summary :

We are seeking a highly experienced SAP ECC Application Consultant with deep expertise in Service Management (SM) and Customer Service (CS) modules.

This role demands a strong functional and technical background in SAP ECC, with hands-on experience in service-related business processes, integration technologies, and large-scale ERP implementations.

This role involves working closely with cross-functional teams, business stakeholders, and technical teams to deliver robust SAP solutions aligned with strategic goals.

Key Responsibilities :

- Provide production support : troubleshoot, analyze, resolve, and configure SAP SM/CS issues.

- Manage change requests and small enhancements within defined timelines.

- Lead/support SAP projects : requirements gathering, design, configuration, testing, and delivery.

- Collaborate with cross-functional teams to deliver robust, scalable solutions.

- Design, configure, write functional specs, test, and implement SAP SM/CS solutions.

- Work independently on multiple initiatives with minimal supervision.

- Define scope and gather business requirements with stakeholders.

- Advocate for process standardization and articulate key considerations.

- Advanced knowledge of Service Notifications, Service Orders, Warranty, Billing, and Contracts (Value/Quantity/Service).

- Strong understanding of Revenue Recognition, Repair Order Process, and Resource-Related Billing (DIP Profiles).

- Expertise in Customer Service Master Data : Equipment, Warranty, Functional Location, Counters.

- Deep process knowledge in Sales & Distribution, Repairs, Warranty, and Contracts.

- Experience with Intercompany Postings, Pro Forma Invoices, and Open Order/Master Data Migration.

- Experience with SAP enhancement technologies : User Exits, BADIs, IDOCs, BAPIs.

- Ability to read and debug ABAP code.

- Strong knowledge of IDocs : Partner profiles, segment creation, testing.

- Experience with SAP and non-SAP interfaces.

- Hands-on experience with SAP PI/PO, CPI, MuleSoft, and other middleware tools.

- Familiarity with Agile methodologies (Scrum, Kanban); SAFe experience preferred.

- Strong understanding of Software Development Lifecycle and SAP/Salesforce implementation methodologies.

- Service Order Management and Service Projects Planning & Execution :

1. Cost rate & labor hours (estimates/planned & actual).

2. Expense and material management.

3. Work order and workforce management.

4. Reporting and analytics.

Preferred Qualifications :

years of experience as an SAP SM/CS/SD Consultant in implementation, support, and upgrade projects.

- Minimum 7 years of hands-on SAP experience in SM/CS modules.

- At least 2 full lifecycle SAP implementation projects as a Solution Architect or Consultant.

- Hands-on experience with SAP ECC Service Management and legacy SAP CS modules.

- Experience in EHP8 upgrade is a plus.

- Bachelors degree in Computer Science, Information Systems, or related field (Advanced degree preferred).

- SAP SD/SM certification preferred but not required.

- Prior experience in the professional services industry preferred.

- Expertise in SAP SM module configuration, implementation, and support.

- Deep understanding of Order-to-Cash (O2C) processes, ATP, and pricing configuration.

- Integration experience with SAP SD, PS, MM, PP, and FICO modules.

- Experience in large business transformation programs using SAP and Salesforce.

- Strong collaboration, analytical, and critical thinking skills.

- Proven ability to manage large-scale work efforts and coordinate distributed teams.

- Ability to debug ABAP and write functional/technical specifications.

- Experience with SAP iDocs for order induction and intercompany postings.

- Ability to playback designs to business users and conduct workshops.

- Familiarity with SAP RISE, BW/BObj, BTP, PI/PO, Coupa, HighRadius, and financial integrators like Vertex, OneSource, OpenText.

- Strong understanding of integration patterns, architectures, and tools including APIs, middleware, and ETL technologies.

- Experience with SAP integration across modules and external systems.

- Excellent written and verbal communication skills.

- Proven ability to work in fast-paced, matrixed environments and drive consensus.