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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

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.