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