As a SAP S/4HANA ISU CRM Architect, you will be responsible for designing, implementing, and optimizing integrated utility customer relationship management solutions within the SAP S/4HANA ecosystem. This role combines deep technical expertise in both ISU (Industry Solution for Utilities) and CRM functionality to deliver comprehensive customer engagement solutions that leverage the harmonized data model and simplified architecture of S/4HANA. Technical Skills: • 8 years of experience in SAP implementations with minimum 5 years focused on ISU and 3 years in CRM • Deep expertise in SAP S/4HANA Customer Management architecture and its integration with ISU. • Strong understanding of utility industry data models including contract accounts, connection objects, premises, and points of delivery. • Experience with SAP CRM 70 and migration paths to S/4HANA Customer Management. • Knowledge of SAP Fiori, WebClient UI Framework, and modern user experience design. Business Knowledge: • Comprehensive understanding of utility customer engagement processes and regulatory requirements. • Experience with utility-specific CRM challenges including move-in/move-out processes, billing integration, and service order management. • Knowledge of interaction center operations and omnichannel customer service delivery. • Understanding of utility industry business processes including meter-to-cash and customer service workflows. Integration Expertise: • Experience with SAP integration technologies and cloud connectivity solutions. • Knowledge of middleware elimination strategies through S/4HANA's harmonized data model. • Understanding of API-based integrations and OData services for utility customer data. • Experience with SAP Cloud Integration Platform (CPI) for hybrid scenarios. Leadership & Communication: • Proven ability to lead complex transformation projects involving both ISU and CRM components. • Strong communication skills to convey integrated solution concepts to diverse stakeholder groups. • Experience in change management for utility organizations transitioning to simplified architectures. • Ability to facilitate workshops on data model harmonization and system consolidation strategies. Preferred Qualifications: • SAP certification in both ISU and CRM or S/4HANA Customer Management. • Experience with SAP Cloud for Customer for Utilities and C/4HANA suite integration. • Knowledge of utility industry standards and regulatory compliance requirements. • Experience with SAP Solution Manager and agile implementation methodologies. • Understanding of simplification items and their impact on utility CRM processes. • Background in enterprise architecture frameworks and system landscape optimization. Key Responsibilities Solution Design & Architecture: • Design end-to-end utility customer engagement solutions leveraging SAP S/4HANA Customer Management capabilities integrated with ISU functionality. • Create technical blueprints for harmonized data models that eliminate the need for middleware between ISU and CRM components. • Define system architecture for utility-specific customer processes including interaction center operations, service management, and customer master data harmonization. • Ensure solutions align with SAP's simplification strategy and S/4HANA roadmap for utilities industry Technical Leadership: • Lead cross-functional teams including ISU specialists, CRM consultants, and integration developers. • Validate requirements for both utility business processes and customer engagement workflows. • Coordinate implementation of the S/4HANA Interaction Center as the central entry point for customer service specialists. • Manage integration points between S/4HANA ISU, Customer Management, and external systems like SAP Cloud for Customer. Implementation & Configuration: • Configure S/4HANA Customer Management functionalities integrated with ISU entities including contract accounts, connection objects, and points of delivery. • Implement harmonized data model mappings between CRM business agreements and FI-CA contract accounts, CRM products and S/4HANA materials. • Set up Interaction Center with utility-specific business processes and Fiori user experience. • Design and implement integration scenarios with cloud-based solutions like SAP Cloud for Customer for Utilities. Migration & Transformation Leadership: • Develop migration strategies from legacy CRM 7.0 and ISU systems to S/4HANA Customer Management. • Plan conversion approaches using SAP's Software Update Manager (SUM) tool for system upgrades. • Design custom migration solutions for CRM-specific objects where standard conversion tools are not available. • Oversee data migration for utility contracts, customer master data, and interaction records.
