IBM SAP IS-U (CR&B) Front Office Lead Consultant in Chicago, Illinois
IBM Global Business Services: Join a Leader. Consult with us. IBM Global Business Services helps top-tier clients solve their most complex business and technical issues. As the Advanced Analytics Leader, you will deliver innovative business consulting, business process design, systems integration, and application design and management to leading commercial and public-sector organizations in 17 industries worldwide. With access to resources that only a global leader can provide, as a consultant you will learn valuable skills, gain access to a vast and diverse network of talented professionals, and enjoy unparalleled career, training, and educational opportunities.
Your Role and Responsibilities
Would you like the opportunity to join the IBM SAP organization? Then this is your chance! Our SAP Service Line is a dynamic team who engage with clients to bring them deep industry expertise. It helps clients to identify opportunities to use information technology more effectively, generating new intelligence and thereby improving their business performance and creating competitive advantage.
IBM is seeking a SAP Front office Lead consultant responsible for aligning detailed customer service business processes and requirements to SAP CR&B Utilities solutions (tools & applications) in planning and designing / architecting projects as well as providing integration and solution delivery oversight. Will work with and lead deployment teams to ensure sound and leading practice design, end to end integration to support business processes and utility business objectives.
Are you experienced in deploying and leading team in the deployment of SAP IS-U CRM Web Interaction Center or SAP Cloud for Customer (C4C) modules in electric, gas, water and combined utilities? Do you have experience and exposure to Hybris? If so, that is a plus.
Our expectation would be that you would maintain up to date skills with regards to SAP front office direction and options for CR&B & S/4.
We are looking for someone who has experience in leading and contributing to multi-component team(s) including, Customer Portal / IVR integration / as well as dedicated front office team
Required Technical and Professional Expertise
Looking for 5+ years experience in the following below…
End to end experience in Utility call center and customer service processes including, move in / move out, service transfers, customer inquiries for, but not limited to; high bills, payment extensions, installments. Understands call center metrics (AHT / first call resolution / queue processing etc…) and balancing process and technical design with metrics impact.
Experienced in integrating IVR technologies into the front office application as well as integration and input to digital interface (portal / chat / apps on multiple platforms & devices).
Extensive configuration knowledge of CRM Web Interaction Center or C4C in creating a efficient and intuitive interfaces that support productive use of the application such as, guided procedures and 80% screens.
Travel 75% (Mon-Thurs, home on Fridays depending on project requirements.
Preferred Technical and Professional Expertise
About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter business by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
Your Life @ IBM
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For additional information about location requirements, please discuss with the recruiter following submission of your application.
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