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Infosys · 3 weeks ago

Principal Enterprise Applications SAP C4C/CX

Detroit, MI

Full-time

Onsite

Lead/Staff

11+ years exp

Infosys is a global leader in next-generation digital services and consulting. They are seeking a Principal Enterprise Applications consultant to lead the consulting team in defining problem statements, evaluating solutions, and conducting product demonstrations. The role involves planning configuration activities, conducting workshops, and ensuring solutions align with client needs.

ConsultingInformation ServicesInformation TechnologyIT ManagementSoftware

No H1B

Responsibilities

You will be a key player in the consulting team that helps discover and define the problem statement, evaluates the solution options, and makes recommendations

You will plan the activities of configuration, configure the product as per the design, conduct conference room pilots and will assist in resolving any queries related to requirements and solution design

You will conduct solution/product demonstrations, POC/Proof of Technology workshops and prepare effort estimates which suit the customer budgetary requirements and are in line with organization’s financial guidelines

You will also support knowledge transfer with the objective of providing value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape

Drive Business Workshops, Blueprint Sessions, develop BBPs/BBDs FS, Test Scenarios, conduct Trainings, perform Testing, and provide defect management support for Customer Management module

Communicate complex requirements to and from Technical and Non-technical stakeholders

Analyze client business processes and requirements to develop tailored Customer service solutions

Configure and hands on with the testing of Customer service Cloud Utilities solution to ensure they are aligned with business requirements

Provide expert guidance on utilities industry best practice with Utilities customer service Solution

Manage project work and customer expectations throughout the project life cycle

Ability review and provide guidance to functional team in business process document/functional specs write-up; configure the system and problem solving

Collaborate with cross-functional teams both internal and external, including developers and offshore teams

Hand-on experience in configuring SAP S4HANA IS-U for system integration with external CRM solutions

Solid understanding of utility business process, especially in customer service: customer interaction, account identification and MIMO process

In-depth understanding of SAP ISU data model

In-depth understanding of SAP Customer Service Project Life Cycle in pre and post go live activities

In-depth understanding of MIMO process

In-depth understanding of SAP Service Cloud Utilities Call Center standard functionalities

In-depth understanding of data replication between CRM solution and SAP S4HANA IS-U

Qualification

SAP C4CSAP IS-UCustomer Service ManagementSAP S4HANAUtilities Industry KnowledgeBusiness Process AnalysisProject ManagementCross-functional CollaborationCommunication Skills

Required

Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education

At least 11 years of experience with Information Technology

The location for this position is Detroit, MI. The Position may require travel and/or relocation

Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time

Preferred

At least 11 years of experience in SAP CR&B implementation programs with experience of CRM / Customer Service Management modules, SAP C4C

Experience across Electricity (preferred), or Gas or Water Utilities industries North America

Key process and architectural knowledge in Move in Move out areas, fundamental knowledge of other key ISU processes

Hands on experience configuring the IS-U system