Job Description:

Experience: 10-15 Years

Location: Hyderabad/ Remote

Key Responsibilities

Gather business requirements and translate them into Service Cloud solutions.

Configure Service Tickets, SLAs, Workflows, Routing Rules, Activities, and Service Levels.

Set up Service Categories, Knowledge Base, Warranty, Installed Base, Registered Products.

Configure Business Rules, Field Extensions, and Screen Layout Adaptations.

Implement Omnichannel service capabilities: Email, Phone, Chat, Social (optional).

Integrate SAP Service Cloud with SAP ERP/S/4HANA, SAP Field Service Management, and SAP CPQ (as needed).

Support data migration activities-templates, mapping, and upload.

Conduct unit and UAT testing; ensure alignment to project standards.

Provide production support, troubleshoot issues, and optimize configurations.

Create functional documentation (BRDs, FSDs, configuration guides).

Collaborate with cross-functional teams (Sales Cloud, FSM, ERP Integration, CRM).

Required Skills

Strong hands-on experience in SAP Service Cloud (C4C Service) configuration.

Deep knowledge of Ticket Management, Service Entitlements, and SLA set-up.

Experience in Business Rules, Workflow, Routing, and Notification Management.

Understanding of Master Data (Customers, Products, Installed Base, Employees).

Experience with Integration using SAP CPI/SCI, OData, SOAP services.

Good knowledge of Service reporting & dashboards.

Strong understanding of Customer Service, After-Sales, and Support processes.

Technical Skills (Optional / Technical Role)

Knowledge of PDI (Partner Development Infrastructure) & SDK (ABSL scripting).

Experience with OData APIs, custom BOs, UI enhancements.

CPI integration mapping, iFlow design, and error handling.

SAP Service Cloud