SAP Service Cloud Functional Consultant

Role Description

The SAP Service Cloud Functional Consultant will be responsible for the day-to-day support, maintenance, and continuous improvement of the SAP Service Cloud platform. The role will work closely with business stakeholders, support teams, and technical resources to ensure the platform remains stable, aligned with business processes, and capable of supporting ongoing customer service operations.

Required Skills And Experience

5+ years of SAP Service Cloud experience and a proven track record supporting enterprise-scale customer service platforms in a BAU environment. The individual should be capable of managing incidents, delivering minor enhancements, supporting releases, and acting as a trusted advisor to business stakeholders while ensuring platform stability and continuous improvement.Strong functional knowledge of SAP Service Cloud, including but not limited toTicket ManagementCustomer and Contact ManagementService Level Agreements (SLAs)Work Distribution and Routing RulesKnowledge Base and Service ProcessesAgent DesktopQuote managementProven experience in BAU application support, including:Incident and problem managementRoot cause analysis and issue resolutionService request fulfilmentUser support and troubleshootingDefect management and ongoing system maintenanceHands-on experience with SAP Service Cloud configuration, including but not limited to:Business Roles and Work CentresFine Tuning and Business ConfigurationWorkflow and Approval ConfigurationBusiness Rules and Validation RulesForm and Screen AdaptationStrong understanding of integration touchpoints between SAP Service Cloud and SAP ECC, including customer, product, and master data replication.Experience supporting and coordinating with middleware and integration teams using SAP CPI.Ability to gather and analyse business requirements, perform impact assessments, and translate requirements into functional solutions and system enhancements.Experience with:User Acceptance Testing (UAT)Regression TestingRelease and Deployment SupportChange Management ProcessesStrong reporting and analytical skills, including experience with SAP Service Cloud reporting and dashboard capabilities.
Desired Skills And Experience

Experience within utilities, energy, or customer service-focused organisations.Knowledge of SAP Sales Cloud, SAP Customer Data Cloud (CDC), or broader SAP CX solutions.Familiarity with Agile delivery methodologies and ITIL service management practices.

Our commitment to Diversity, Equity and Inclusion

Diversity and Inclusion are among the founding blocks of how UST as an organisation translates its values of Humility, Humanity, and Integrity into practice.

About UST

For more than 25 years, UST has worked side by side with the world's best companies to make a real impact through digital transformation. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process.

Skills

SAP CPI, SAP CRM, SAP Service Cloud, Salesforce, SAP ECC, Requirements Gathering, Reporting and Analytics, Change Management, System Configuration, Stakeholder Management, Infrastructure Support