About the client:
Our client is a major enterprise leading the transformation of customer relationship management and utility business processes through SAP S/4HANA. This role is pivotal in designing and optimising integrated solutions for utility customer engagement.
About the role:
We are seeking an experienced SAP S/4HANA ISU CRM Architect to join a high-performing team focused on delivering comprehensive customer management solutions for the utilities sector. You’ll play a key role in designing, implementing, and optimising integrated SAP ISU and CRM architectures, driving transformation and harmonisation of data models and business processes.
Key Responsibilities:
- Design end-to-end utility customer engagement solutions leveraging SAP S/4HANA Customer Management integrated with ISU functionality.
- Create technical blueprints for harmonised data models, eliminating middleware between ISU and CRM components.
- Define system architecture for utility-specific customer processes, including interaction centre operations, service management, and customer master data harmonisation.
- Lead cross-functional teams including ISU specialists, CRM consultants, and integration developers.
- Validate requirements for utility business processes and customer engagement workflows.
- Coordinate implementation of the S/4HANA Interaction Centre as the central entry point for customer service specialists.
- Manage integration points between S/4HANA ISU, Customer Management, and external systems such as SAP Cloud for Customer.
- Configure S/4HANA Customer Management functionalities integrated with ISU entities (contract accounts, connection objects, points of delivery).
- Implement harmonised data model mappings between CRM business agreements and FI-CA contract accounts, CRM products and S/4HANA materials.
- Set up Interaction Centre 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.
- 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.
- Oversee data migration for utility contracts, customer master data, and interaction records.
- 8+ years of SAP implementation experience, with at least 5 years focused on ISU and 3 years in CRM.
- Deep expertise in SAP S/4HANA Customer Management architecture and integration with ISU.
- Strong understanding of utility industry data models (contract accounts, connection objects, premises, points of delivery).
- Experience with SAP CRM 7.0 and migration paths to S/4HANA Customer Management.
- Knowledge of SAP Fiori, WebClient UI Framework, and modern user experience design.
- Comprehensive understanding of utility customer engagement processes and regulatory requirements.
- Experience with utility-specific CRM challenges (move-in/move-out, billing integration, service order management).
- Knowledge of interaction centre operations and omnichannel customer service delivery.
- Experience with SAP integration technologies, cloud connectivity, API-based integrations, OData services, and SAP Cloud Integration Platform (CPI).
- Proven ability to lead complex transformation projects involving ISU and CRM components.
- Strong communication skills and experience in change management for utility organisations.
- SAP certification in 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 optimisation.
This is a contract role based in Sydney, with a duration of 6+ months and immediate start available. You’ll play a key role in delivering robust, secure, and innovative SAP solutions for the utilities sector in a dynamic, high-impact environment.
How to Apply
Please upload your CV to apply. For direct enquiries about the role, contact Farbar Siddiq at farbars@whizdom.com.au or 0489 922 211.
Suitable candidates will be contacted with next steps. You may be required to complete selection criteria as part of the application process.
