Senior Consultant - SAP CX Functional - Service Cloud V2

JOB DATA:

JOB TITLE: SAP CX Functional - Service Cloud V2 — Senior Consultant (Offshore)

Experience Required :5-9 years

Location – Hyderabad/ Pune/ Hybrid

Shift timings: EST – (5PM – 2AM IST)

Role Overview:

Responsible for the functional design, configuration, and deployment of the SAP Service Cloud V2 solution, ensuring effective service request management, knowledge base utilization, and seamless process flow with FSM and S/4HANA CS.

Key Accountabilities:

• Configure and customize SAP Service Cloud V2, including Ticket Management, Service Order Processing, Knowledge Base, and Service Catalog .
• Conduct workshops for requirements gathering, perform fit/gap analysis, and document functional specifications for the Service domain.
• Configure workflows, queues, routing rules, and email channels for service ticket handling.
• Work closely with the FSM Functional Consultant to ensure a smooth transition and integration for field service work.
• Support all testing phases (SIT, UAT) and provide post-go-live functional support.

Experience & Background:

• 7+ years as an SAP CX Functional Consultant, with 2+ full project lifecycles focused on Service Cloud (V2 preferred).
• Deep understanding of ITIL principles and industry best practices for customer service management.
• Experience defining service metrics and configuring reporting in the Service Cloud solution.

Core Competencies:

• Expertise in SAP Service Cloud V2/V1 configuration, workflows, and service processes.
• Strong knowledge of service contract management, warranty processes, and Installed Base (IBASE) integration.
• Understanding of integration points between Service Cloud, FSM, and S/4HANA CS .

Preferred Competencies:

• Experience with Service Cloud Analytics and Reporting configuration.
• Familiarity with setting up Communication Channels (e.g., social media, chat) integration.