Description
Essential skills:
1-2 years experience working with SAP Cloud 4 Customer, including experience working in a similar role for one full life cycle implementation with a specific focus on Cloud 4 Customer Service and Social Engagement
3-4 years experience with other CRM and service management applications, including working in a similar role during full life cycle implementation(s).
Strong knowledge and working experience in:
Ability to perform configuration activities on standard C4C objects, workcentre views, quick create views, etc. using the Cloud Application Design Studio and BODS
Ability to extend the object model and create new objects and UI components using the Cloud Application Design Studio and BODS
Organisation design, modelling and configuration of users, business roles and access rights (object/view and field level)
Territory definition and mapping for field service assignment rules configuration
Configuration of Custom Cycles, Phases and Activities related to customer service business processes
Configuration of Service levels and custom Service categories to support the distribution and management of service requests/tickets including escalation
Configuration of assignment rules and queues to enable service request/ticket and inbound communication routing (eg email queues)
Development of workflow rules and actions to support automation of process based on business events
Development of approval notifications as a result of business events
Ability to configure picklists and dependent picklists
Configuration of communication templates for standard outbound communications (emails and SMS) in C4C
Configuration and setup of initial campaign management functionality using Hybris Marketing
Configuration and setup of SAP Jam
Configuration and extension of integration services for standard objects
Configuration of security elements to enable SSO via 3rd party identity provider (using SAML)
Configuration of CTI and LiveChat components integrated with the Live Activity Pane
Creation of custom reports and modifications to out of the box reports per requirements
Ability to prepare packages and content and execute deployment of features between environments including documenting release notes and any deployment and maintenance procedures
Ability to perform administrative tasks related to system management for Cloud for Customer Service and Social Engagement
Familiarity and experience working within a team employing Scrum Agile processes and techniques to deliver software components
Must be able to communicate effectively with stakeholders, customers, managers and colleagues and possess good written skills for documentation and presentations.
Desirable skills:
Experience of configuration and interoperation with Hybris Marketing
Understanding of development methods and standards
Basic understanding of development and Scripting languages
Ability to work collaboratively with business owners to iteratively demonstrate the capabilities and features of the system as it is being built
General job description:
Provide specific product expertise in the configuration areas above in order to develop capability to support business requirements and operational processes. Interpret and analyse complex business and technical requirements and issues and recommend system or service developments. Take responsibility for escalated issues and delivering components within given timeframes. Significant ability to provide consultancy and advice on leading practice and options to implement customer service solutions. Manage time and multiple projects/tasks running concurrently producing high-quality outputs, liaising with other teams and individuals to resolve any issues or defects reported.
4 - 7 years experience in professional IT environment, exceeding performance in a similar role over a minimum of 12 months. Extensive experience in preparation of reports for senior management. Able to display professional development beyond that acquired during the normal course of a job or formal training. Excellent communication skills with people at all levels.