SAP Service Cloud Functional Consultant

Infosys Consulting is the worldwide management and IT consultancy unit of the Infosys Group (NYSE: INFY), a global advisor to leading companies for strategy, process engineering, and technology-enabled transformation programs.
We partner with clients to design and implement customized solutions to address their complex business challenges, and to help them in a post-modern ERP world. By combining innovative and human-centric approaches with the latest technological advances, we enable organizations to reimagine their future and create sustainable and lasting business value.
A pioneer in breaking down the barriers between strategy and execution, Infosys Consulting delivers superior business value to its clients by advising them on strategy and process optimisation as well as IT-enabled transformation. To find out how we go beyond the expected to deliver the exceptional, visit us at www.infosysconsultinginsights.com Infosys Consulting - a real consultancy for real consultants.
We are seeking an experienced SAP Service Cloud Functional Consultant to provide BAU support, system configuration, and continuous improvement for enterprise customer service platforms.
Key Responsibilities
Support and maintain SAP Service Cloud, including incident, problem, and defect management.Configure and enhance Service Cloud functionalities such as Ticket Management, Customer & Contact Management, SLAs, Routing Rules, Knowledge Base, Agent Desktop, and Quote Management.Manage Business Roles, Work Centres, Workflows, Business Rules, Screen Adaptations, and Fine-Tuning configurations.Gather business requirements and translate them into functional solutions.Support integrations with SAP ECC and coordinate with SAP CPI integration teams.Participate in UAT, regression testing, release management, and deployment activities.Develop and maintain reports and dashboards.
Required Skills
5+ years of SAP Service Cloud functional consulting experience.Strong BAU application support and troubleshooting experience.Hands-on SAP Service Cloud configuration expertise.Understanding of SAP ECC integrations and SAP CPI.Strong stakeholder management, communication, and problem-solving skills.Experience in testing, change management, and continuous improvement initiatives.
Desirable Skills:
Experience in Utilities, Energy, or Customer Service environments.Exposure to SAP Sales Cloud, SAP Customer Data Cloud (CDC), or SAP CX solutions.Knowledge of Agile and ITIL methodologies.
Ideal Candidate: A proactive SAP Service Cloud Consultant with strong functional expertise and proven experience supporting enterprise-scale customer service platforms, delivering enhancements, managing incidents, and driving continuous improvement.
We offer you great opportunities within a dynamically growing consulting organization. You will elaborate and deliver best practice solutions and will be able to further develop your skills. At Infosys Consulting you will discover a truly global culture that embraces diversity at all levels, working with highly dedicated and motivated colleagues, a cooperative work environment and interesting training opportunities.