SAP CRM Service Management Consultant

ConfidentialBengaluru / Bangalore, India

9 days ago

Job description

Job Title : SAP CRM Service Management Consultant

Experience : 6–10 Years

Location : Pan india

Job Description

We are seeking an experienced Service Management Functional Consultant with strong expertise in SAP S / 4HANA Service Management (formerly SAP CRM Service). The ideal candidate should have in-depth knowledge of Customer Service processes and hands-on experience in implementing, configuring, and supporting service management functionalities within the SAP ecosystem.

The role involves working closely with business stakeholders to design and optimize end-to-end service management processes — from service request creation to contract management, billing, and performance analysis. The candidate will play a key role in enabling efficient, customer-centric service operations using SAP S / 4HANA.

Key Responsibilities

Configure and manage Service Management processes within SAP S / 4HANA for Customer Management.
Create and track notifications for complaints, service requests, and detected issues.
Prioritize, classify, and manage notifications for effective resolution tracking.
Create, plan, and execute Service Orders, including resource allocation and cost management.
Track service order status, resources used, time confirmations, and cost postings.
Monitor stock movements, replenishments, and spare part availability for service operations.
Plan and manage on-site service interventions, including scheduling technicians and managing equipment.
Track interventions in real time and adjust schedules dynamically when needed.
Create and maintain Service Contracts, including SLAs, billing conditions, and renewal management.
Monitor contract compliance and manage renewals in alignment with customer agreements.
Manage service billing for rendered services, including parts consumption and integration with SAP FI for financial postings and accounts receivable.
Utilize reporting and analytics tools to generate KPIs, SLA metrics, and performance dashboards.
Work on integration scenarios between Customer Service (CS) and Plant Maintenance (PM) modules.
Collaborate with technical teams and business users to ensure solution quality and seamless process flow across systems.

Required Skills & Qualifications

Minimum 6 years of experience in SAP Customer Service (CS) or CRM Service Management modules.

Hands-on experience in SAP S / 4HANA Service Management (Customer Management).

Strong functional knowledge in service notifications, service orders, contracts, billing, and integration with finance (FI).

Expertise in integration between CS and PM modules.

Good understanding of SLA management, resource scheduling, and service logistics.

Strong knowledge of SAP master data (Business Partners, Equipment, Functional Locations).

Experience in requirements gathering, configuration, testing, and user training.

Excellent communication, stakeholder management, and documentation skills.

Good to Have

Exposure to SAP Fiori apps for Service Management processes.

Understanding of SAP BTP extensions or analytics tools (e.g., SAC).

SAP certification in S / 4HANA Service or SAP CRM Service.

Skills Required

service orders , Sla Management, Equipment

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