SAP Service Cloud Consultant - FSM Module

Job Summary :

We are seeking a knowledgeable and proactive SAP Service Cloud Consultant to implement and optimize SAPs Service Cloud (part of SAP Customer Experience, formerly C/4HANA) for our clients.

The consultant will play a key role in designing customer service processes, configuring the system, and ensuring seamless integration with other SAP and third-party systems.

Key Responsibilities :

- Analyze customer service processes and propose SAP-based solutions.

- Customize service scenarios including case/ticket management, service level agreements (SLAs), knowledge base, omnichannel integration (email/chat/phone/social), and field service.

- Integrate SAP Service Cloud with SAP ERP (S/4HANA), SAP FSM, and other platforms using middleware like SAP CPI.

- Conduct workshops, system demonstrations, end-user training, and documentation.

- Support testing cycles (SIT/UAT), go-live preparation, and post-go-live stabilization.

- Work closely with stakeholders including business users, developers, and project managers.

- Keep up with new features and innovations within the SAP Customer Experience suite.

Required Skills & Qualifications :

- 68 years of experience in SAP Service Cloud (C4C) implementations and support.

- Strong knowledge of customer service business processes (B2B and B2C).

- Hands-on experience with configuration of service scenarios : tickets, SLAs, workflows, queues, escalation management.

- Familiarity with SAP Cloud Application Studio (SDK) and key-user tools.

- Experience with middleware (SAP CPI etc.

- Ability to design custom objects, reports, and dashboards.

- Excellent analytical, communication, and presentation skills.

- SAP Service Cloud certification is a plus.

Preferred Qualifications :

- Working knowledge of other CX modules (Sales Cloud, Marketing Cloud).

- Experience in agile project delivery environments.

- Understanding of customer journey and service KPIs.

- Prior experience in industries like utilities, retail, telecom, or manufacturing is a plus.