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 to
- Ticket Management
- Customer and Contact Management
- Service Level Agreements (SLAs)
- Work Distribution and Routing Rules
- Knowledge Base and Service Processes
- Agent Desktop
- Quote management
- Proven experience in BAU application support, including:
- Incident and problem management
- Root cause analysis and issue resolution
- Service request fulfilment
- User support and troubleshooting
- Defect management and ongoing system maintenance
- Hands-on experience with SAP Service Cloud configuration, including but not
- limited to:
- Business Roles and Work Centres
- Fine Tuning and Business Configuration
- Workflow and Approval Configuration
- Business Rules and Validation Rules
- Form and Screen Adaptation
- Strong 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 Testing
Pay: $800.00 – $900.00 per day
Work Location: In person
