Job Title:  Senior Consultant | SAP ISU CRM | Kolkata | SAP | DSA Oil, Gas and Utilities

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

• As a SAP IS-U New Connection, Disconnection & Dismantling to support and drive SAP Utilities initiatives focused on customer onboarding, service connection management, disconnection/reconnection processes, and service dismantling operations.
• Should possess strong expertise in SAP IS-U Customer Service, Device Management, Work Management, and Meter-to-Cash business processes.
• The role involves designing, configuring, implementing, and supporting utility customer service processes while ensuring operational efficiency, regulatory compliance, and customer satisfaction.
• Key Responsibilities
• SAP IS-U Customer Service & Connection Management
• Analyze business requirements and design SAP IS-U solutions related to customer connection lifecycle management.
• Configure and support end-to-end processes for:
• New Service Connections
• Temporary Connections
• Load Enhancement/Reduction
• Category Change Requests
• Name Transfer Requests
• Service Modification Requests
• Manage service order and customer request workflows within SAP IS-U.
• New Connection Lifecycle Management
• Configure and support:
• Business Partner Creation
• Contract Account Setup
• Premise and Connection Object Management
• Contract Creation
• Device Allocation and Installation
• Move-In Processes
• Ensure seamless integration between customer service, meter installation, billing, and finance processes.
• Support application and approval workflows for new customer onboarding.
• Disconnection & Reconnection Management
• Configure and support disconnection processes triggered by:
• Non-payment
• Customer Request
• Safety Violations
• Regulatory Requirements
• Manage reconnection activities upon payment realization or service restoration approval.
• Ensure compliance with utility business rules and regulatory guidelines for service interruptions and restorations.
• Dismantling & Service Closure
• Configure and manage:
• Permanent Disconnection
• Meter Removal
• Connection Dismantling
• Contract Termination
• Final Billing Processes
• Security Deposit Settlement
• Support asset and meter removal processes in coordination with operations teams.
• Ensure proper closure of customer accounts and contracts.
• SAP IS-U Device Management
• Support meter installation, replacement, removal, and technical master data maintenance.
• Configure and manage:
• Connection Objects
• Premises
• Installation Facts
• Device Management Processes
• Coordinate with field operations and metering teams.
• Integration & Process Automation
• Work with technical teams to support integrations with:
• SAP FI-CA
• SAP CRM
• SAP Work Management Systems
• GIS Platforms
• Mobile Workforce Solutions
• Smart Metering Systems
• External Customer Portals
• Support workflow automation and digital service request initiatives.
• Testing & Deployment
• Prepare functional specifications and configuration documents.
• Develop and execute:
• Unit Testing
• System Integration Testing (SIT)
• User Acceptance Testing (UAT)
• Support cutover planning, go-live activities, and hypercare support.
• Production Support & Enhancements
• Provide L2/L3 support for SAP IS-U customer service processes.
• Analyze and resolve business process issues and system defects.
• Participate in incident, problem, and change management activities.
• Recommend process improvements and system enhancements.
• Stakeholder Management
• Conduct business workshops and requirement-gathering sessions.
• Collaborate with business users, project managers, developers, and vendors.
• Deliver user training and prepare operational documentation.
• Required Qualifications
• Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.
• SAP IS-U Certification preferred.
• Utility domain certifications will be an added advantage.

Key skills required

• Minimum of 6–10 years of SAP experience.
• Minimum 4+ years of hands-on SAP IS-U experience.
• Experience in at least one end-to-end SAP IS-U implementation project.
• Strong experience in customer lifecycle management within utility environments.
• Prior experience in Electricity, Water, Gas, or Utility Distribution organizations preferred.
• Mandatory Technical Skills
• SAP IS-U Functional Areas
• SAP IS-U Customer Service
• SAP IS-U Device Management
• SAP IS-U Move-In/Move-Out Processes
• SAP IS-U Connection Object Management
• SAP IS-U Contract Management
• New Connection Management
• Disconnection/Reconnection Processes
• Dismantling & Final Settlement Processes
• SAP IS-U Billing Integration
• SAP FI-CA Integration
• Utility Business Processes
• Customer Onboarding
• Service Request Management
• Meter Installation & Removal
• Service Order Management
• Revenue Protection Processes
• Utility Regulatory Compliance
• Meter-to-Cash (M2C) Process Understanding
• Integration Knowledge
• SAP FI-CA
• SAP CRM Utilities
• SAP Work Management
• GIS Integration
• Smart Metering Integration
• SAP PI/PO or SAP CPI
• Preferred Skills
• SAP S/4HANA Utilities
• SAP Fiori Applications
• SAP BTP
• Mobile Workforce Management Solutions
• Smart Meter Programs
• Workflow Automation
• Agile/Scrum Methodology
• Soft Skills & Competencies
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder engagement abilities.
• Ability to work independently and collaboratively in cross-functional teams.
• Strong documentation and presentation skills.
• Customer-centric mindset with attention to process efficiency.
• Ability to manage multiple priorities in a dynamic project environment.