SAP CCS Functional Analyst

The Industry Solution for Utilities Customer Care and Services (SAP IS-U/CCS) Functional Analyst is responsible for identifying, analyzing, and enhancing existing business processes to achieve organizational goals. This job plans and implements process improvements to reduce costs and errors, introduces new methods to enhance product and service quality and promotes best practices for sustained business process improvement, all under direct supervision of the Supervisor, Business Systems Support.

Examples of Duties:

- Assist in the configuration, testing and deployment of SAP IS-U and SAP Service Cloud modules

- Support implementation of workforce management and scheduling tools

- Assist with Advanced Metering Infrastructure (AMI) projects

- Contribute to Customer Service modernization efforts

- Analyze business requirements and translate them into functional specifications

- Support end-users with issue resolution and system enhancements

- Participate in system upgrades, data migration, and integration projects

- Create and execute test scripts

- Document processes, workflows, and training materials

- Collaborate with developers, project managers and business stakeholders

Typical Qualifications:

- Bachelor’s degree in Information Systems, Business, Computer Science or related field; or equivalent work experience.

- Experience with SAP Field Service Management (SAP SM) or equivalent field service/workforce management software

- Familiarity with Advance Metering Infrastructure (AMI) implementation concepts and utility industry processes (meter to cash, customer service, field operations)

- Strong understanding of Customer Experience (CX) processes and customer service workflows

- Basic knowledge of workflow optimization, scheduling tools and system integration

- Experience or coursework in automation testing tools (e.g. Selenium, UFT, Tricentis)

- Strong analytical and problem-solving skills

- Excellent communication and interpersonal skills

- Ability to work independently and in a team-oriented environment

- Familiarity with SAP Fiori, SAP S/4HANA or SAP Service Cloud V2

- Experience with agile methodologies and ticketing systems (e.g. Jira, BossDesk, ServiceNow)

- Must be able to commute to the office 3 days a week. First 90 days of employment will be in office 100%.

- Must pass a controlled substance (drug) test for employment.