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

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Senior Consultant | SAP ISU-CRM| Kolkata| SAP

• Job requisition ID: 108426
• Location: Kolkata
• Entity: Deloitte Touche Tohmatsu India LLP

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

• An experienced SAP IS-U Consumer Portal to lead the design, implementation, enhancement, and support of digital consumer engagement solutions for utility organizations.
• The role will be responsible for delivering customer self-service capabilities integrated with SAP IS-U, enabling seamless digital interactions across customer onboarding, billing, payments, service requests, outage information, energy consumption analytics, and customer communication channels.
• The ideal candidate should possess strong expertise in SAP IS-U business processes, digital customer platforms, portal solutions, SAP CRM/CX integration, and utility customer lifecycle management.

Key Responsibilities

Consumer Portal Solution Design & Implementation

• Lead functional design and implementation of SAP IS-U Consumer Portal solutions.
• Gather and analyze business requirements from utility business stakeholders.
• Design digital customer journeys and self-service processes.
• Prepare solution blueprints and functional specifications.
• Configure portal functionalities aligned with utility business processes and regulatory requirements.
• Participate in end-to-end implementation, rollout, and enhancement projects.

Customer Self-Service Management

Design and support portal functionalities including:

Customer Account Services

• Customer Registration and Login
• Profile Management
• Consumer Dashboard
• Account Summary
• Contract Information Management
• Premise and Service Details

Billing & Payment Services

• Bill View and Download
• Bill History
• Online Payment Processing
• Payment History
• Prepaid Recharge Services
• Outstanding Dues Management
• E-Receipt Generation

Service Request Management

• New Connection Requests
• Temporary Connection Requests
• Load Enhancement/Reduction Requests
• Meter Replacement Requests
• Name Transfer Requests
• Disconnection/Reconnection Requests
• Complaint Registration and Tracking

Consumer Communication

• Notifications and Alerts
• SMS and Email Integration
• Payment Reminders
• Outage Notifications
• Service Request Updates
• Customer Announcements

SAP IS-U Integration

• Ensure seamless integration between Consumer Portal and SAP IS-U.
• Support integration with:
• SAP IS-U Customer Service
• SAP IS-U Billing & Invoicing
• SAP IS-U FI-CA
• SAP IS-U Device Management
• SAP CRM/CX Solutions
• Ensure real-time or near-real-time data synchronization.
• Validate API and middleware integrations.

Digital Customer Experience

• Improve customer engagement through digital channels.
• Support omnichannel customer experience initiatives.
• Drive adoption of self-service capabilities.
• Enhance customer satisfaction through intuitive portal functionality.
• Participate in customer experience transformation programs.

Smart Metering & Consumption Analytics

• Enable customer access to energy consumption information.
• Support integration with:
• AMI Systems
• MDMS Platforms
• Smart Metering Solutions
• Provide functionalities for:
• Consumption History
• Usage Trends
• Energy Insights
• Prepaid Balance Monitoring
• Recharge History

Payment Gateway & Third-Party Integration

• Support integration with:
• Payment Gateways
• Banking Platforms
• UPI Services
• Wallet Providers
• External Customer Portals
• Ensure secure payment processing.
• Support reconciliation and transaction monitoring.

Functional Consulting & Process Optimization

• Conduct workshops and requirement gathering sessions.
• Translate business requirements into detailed functional designs.
• Identify opportunities for process automation and customer service improvements.
• Recommend industry best practices for digital utility operations.

Testing & Quality Assurance

• Prepare:
• Functional Specifications
• Test Scenarios
• Test Cases
• Business Process Documents
• Execute and support:
• Unit Testing
• SIT
• UAT
• Regression Testing
• Support issue resolution during testing cycles.

Production Support & Enhancements

• Provide L2/L3 support for Consumer Portal operations.
• Monitor portal functionality and performance.
• Resolve business process and integration issues.
• Support enhancement requests and continuous improvement initiatives.
• Ensure SLA adherence and operational stability.

Stakeholder Management

• Collaborate with:
• Utility Business Teams
• Customer Service Teams
• IT Teams
• Project Managers
• Vendors and System Integrators
• Conduct training programs and knowledge transfer sessions.
• Support change management and user adoption initiatives.

Key skills required

• 6–10 years of SAP experience with minimum 4+ years experience in SAP ISU.
• At least 3+ years of experience in Consumer Portal, Self-Service Portal, Customer Experience, or Digital Channel implementations.
• Experience in at least one end-to-end SAP Utilities implementation project.
• Experience working with utility organizations (Electricity, Water, Gas, or Energy Distribution).
• Mandatory Technical Skills
• SAP Utilities
• SAP IS-U Customer Service, SAP IS-U Billing & Invoicing, SAP IS-U Device Management, SAP IS-U Meter Reading, SAP IS-U FI-CA, SAP IS-U Move-In/Move-Out Processes, Meter-to-Cash Processes
• Consumer Portal Expertise: Customer Self-Service Solutions, Portal Design and Configuration, Digital Customer Journey Mapping, Service Request Management, Customer Engagement Platforms, Consumer Account Management
• Integration Knowledge: SAP CRM / SAP CX, SAP BTP Integration Suite, SAP CPI, REST APIs, Web Services, Payment Gateway Integration, SMS/Email Gateway Integration, Mobile Application Integration
• Preferred Skills: SAP S/4HANA Utilities, SAP Fiori, SAP BTP, SAP Customer Experience (CX), SAP Commerce Cloud, SAP Mobile Services, Smart Metering Integration, AMI/MDMS Integration, Digital Utility Platforms, Agile/Scrum Delivery Methodologies
• Graduate degree (Science or Engineering) – B.E/B.Tech/M.E/ M.Tech
• SAP Certification in IS-U, CRM, CX, or SAP Technologies preferred.

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

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