Customer Care Service (CCS) SAP Consultant
- Pay rate: $85.00 – $91.00/hour (based on experience)
- Contract Length: 1 year.
- Location: Burnaby, BC preferred but will consider remote for exceptional candidates.
Raise is currently hiring a Customer Care Service (CCS) SAP Consultant team member on behalf of our client. They’re expanding their team to meet growing needs, making this a unique opportunity to work with an industry leader.
Note: The primary pay rate is based on T4 classification; however, we will also consider applications from candidates interested in an INC classification, where applicable.
Job Overview
Seeking an experienced Customer Care Service (CCS) SAP Consultant to join our dynamic IT team. The ideal candidate will have a strong blend of technical and functional expertise in SAP Cloud for Customer (C4C), with a focus on tenant replication, eFlow settings, mashup configuration, utilities processes (IS-U), CIC0, and front-office processes. This role requires collaboration with cross-functional teams to design, configure, and implement solutions that enhance customer engagement and streamline business processes in a utilities-focused environment.
Responsibilities:
- Hands-on configuration experience with SAP IS-U and/or CR&B; and ability to support new and ongoing issues/development in:
- Configuration and technical problems
- Business process errors
- Usability and personalization
- Access
- Collaborate with partners in the business to determine best options for implementing required changes to existing business processes.
- Identify and present business process improvements and feasible solution options that are both sustainable, follow industry practices, and standard SAP functionality where possible.
- Analyze, complete and sign-off of IS-U Account Management Credit and Collections-related tickets, work requests including change request, and project related deliverables that adhere to CCS Team standards and guidelines.
- Serve as configuration expert of CCS Credit and Collections processes and liaison to the business community.
- Performing operational routine sustainment activities and system maintenance with limited supervision.
- Take ownership of all assigned sustainment activities and delivers them efficiently using budgeted amount of time.
- Liaise with the business and other team members
- Document issue resolution, configuration changes, and design enhancements.
- Provide professional guidance based on experience.
- Provide timely status updates to the team lead on all sustainment activities and issues/concerns.
- Provide knowledge transfer, mentoring and coaching to business and team members on SAP IS-U CCS and CRM functionality and issues.
Role specific experience:
- Experience with ECC 6.0/EHP8, SAP Utilities (IS-U), CRM or CRM Case Management
- Experience with processes and customizations related to Financial Accounting – Contract Accounts Receivables and Payable, Collections Management
- Experience with processes and customizations related to Customer Service, Meter Reading and Device Management, Rate/Tariff Design and Billing/Invoicing
- Experience with Customer Contacts and BPEM
- Experience with web self-service functions, telephony/IVR and other customer channels
Qualifications:
- Bachelor’s degree or SAP-relevant certification in Accounting, Computer Science, Information Technology, Commerce, or Business Administration.
- 7+ years of SAP implementation and support experience, including full lifecycle project implementation, enhancements, production support, and integration with other enterprise applications.
- 5+ years of experience in Program/Project Management, solution architecture, or as a lead consultant across various industries.
- 3+ years of hands-on techno-functional experience with SAP C4C, including configuration, customization, and use of SAP C4C SDK/PDI for custom development.
- Proven expertise in tenant replication, eFlow settings, mashup configuration, and integration between SAP C4C and SAP IS-U (Utilities).
- Strong understanding of CIC0 configuration, CRM IS-U data replication, and front-office process optimization in customer service environments.
- Proficiency with integration tools such as SAP CPI, PI/PO, or similar middleware.
- Functional and technical knowledge of utilities business processes, IS-U/CR&B data model, and Sales & Distribution (SD).
- Experience using Solution Manager for change management procedures.
- Demonstrated ability to balance SAP standard solutions with appropriate enhancements to meet business and technology requirements.
- Skilled in configuration, and design of custom reports, interfaces, conversions, enhancements, forms, workflows, and user interfaces.
- Strong analytical, problem-solving, and business process design skills with sound project management and technical capabilities.
- Excellent presentation, facilitation, communication, and stakeholder management skills.
Preferred Skills & Experience:
- Certification in SAP C4C or SAP IS-U.
- Knowledge of SAP S/4HANA, CRM, or other SAP modules.
- Experience with utilities industry-specific processes (e.g., smart metering, customer billing).
- Understanding of HTML, JavaScript, or other web technologies for mashup development.
- Prior experience in a consulting role or working with cross-functional
Looking for meaningful work? We can help.
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com
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