22 Jul
Deloitte Consulting India Private
Mumbai
Job Description: Assistant Manager | SAP CSV | Mumbai | SAP
Project Role: Assistant Manager - SAP CSV (Customer Service and Support)
Project Role Description: Assist in managing and supporting the SAP Customer Service (CS) module, with a focus on optimizing customer service processes, providing system enhancements, troubleshooting issues, and supporting the integration of SAP CS with other modules. Work collaboratively with cross-functional teams to ensure smooth operation and continued improvement in customer service functions.
Key Responsibilities:
- SAP CS Implementation & Optimization: Support the implementation and continuous improvement of the SAP Customer Service (CS) module.
Configure and customize SAP CS to meet customer service management, repair, and support business requirements.
- Process Design & Configuration: Collaborate with business stakeholders to gather requirements, design processes, and configure SAP CS. Manage service order management, service contracts, equipment management, and service notifications.
- Cross-Module Integration: Ensure SAP CS integration with other SAP modules such as SAP SD (Sales & Distribution), SAP MM (Materials Management), SAP WM (Warehouse Management), and SAP PM (Plant Maintenance).
- User Support & Issue Resolution: Provide day-to-day support to users, troubleshoot system issues, and suggest solutions for issues related to the SAP CS module. Ensure that support tickets are resolved in a timely manner.
- Testing & Documentation: Lead testing efforts for SAP CS solutions, including unit testing, integration testing, and UAT. Ensure all configurations and enhancements are documented comprehensively for future reference.
- Reporting & Analytics: Design and implement reports using SAP tools (e.g., SAP Query, BI) to track service operations,
customer service performance, and other key metrics.
- Training & Knowledge Sharing: Provide training and guidance to end-users on SAP CS functionality. Share best practices for system usage and ensure efficient utilization of SAP CS by business teams.
- Project Management Support: Assist in managing SAP CS-related projects by planning, coordinating, and delivering various tasks on time. Support project teams in meeting milestones and deliverables.
- Continuous Improvement: Identify opportunities for continuous improvement in the SAP CS landscape. Implement process optimizations and propose enhancements to streamline customer service operations.
Skills Required:
- Expertise in SAP CS Module: Strong hands-on experience with SAP Customer Service (CS), including service orders, service contracts, equipment management, and service notifications.
- Cross-Module Integration Knowledge: Understanding of how SAP CS integrates with other modules like SAP SD, SAP MM, SAP PM, and SAP WM.
- Problem-Solving Skills: Ability to troubleshoot and resolve issues within the SAP CS module and related business processes.
- Process Optimization: Experience in identifying and implementing process improvements within customer service operations using SAP.
- Reporting & Analytics: Ability to create reports and extract useful data insights to drive decision-making within customer service.
- Team Collaboration: Ability to work with cross-functional teams and business users to ensure SAP CS solutions align with business objectives.
- Testing & Documentation: Experience in leading testing efforts and preparing documentation for SAP CS configurations and processes.
- Communication Skills:
Excellent verbal and written communication skills to interact with business stakeholders and users at various levels.
Qualifications:
- Bachelor's degree in Business Administration, Computer Science, Information Technology, Engineering, or a related field.
- SAP certification in SAP CS (Customer Service) module (preferred).
Experience:
- Minimum 4-6 years of experience in SAP CS module with hands-on experience in configuration, customization, and support.
- Prior experience working in customer service operations and integration with other SAP modules.
- Experience in working with end-users to troubleshoot issues and provide day-to-day support.
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