SAP Service Management

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:
• Cost rate & labor hours (estimates/planned & actual)
• Expense and material management
• Work order and workforce management
• Reporting and analytics

Preferred Qualifications:

• 15+ 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.
• Bachelor's 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.