The SAP Service Cloud Functional Consultant will be responsible for the day-to-day support, maintenance, and continuous improvement of the SAP Service Cloud platform. The role will work closely with business stakeholders, support teams, and technical resources to ensure the platform remains stable, aligned with business processes, and capable of supporting ongoing customer service operations.

Required Skills And Experience

• 5+ years of SAP Service Cloud experience and a proven track record supporting enterprise-scale customer service platforms in a BAU environment. The individual should be capable of managing incidents, delivering minor enhancements, supporting releases, and acting as a trusted advisor to business stakeholders while ensuring platform stability and continuous improvement.
• Strong functional knowledge of SAP Service Cloud, including but not limited to
• Ticket Management
• Customer and Contact Management
• Service Level Agreements (SLAs)
• Work Distribution and Routing Rules
• Knowledge Base and Service Processes
• Agent Desktop
• Quote management
• Proven experience in BAU application support, including:
• Incident and problem management
• Root cause analysis and issue resolution
• Service request fulfilment
• User support and troubleshooting
• Defect management and ongoing system maintenance
• Hands-on experience with SAP Service Cloud configuration, including but not limited to:
• Business Roles and Work Centres
• Fine Tuning and Business Configuration
• Workflow and Approval Configuration
• Business Rules and Validation Rules
• Form and Screen Adaptation
• Strong understanding of integration touchpoints between SAP Service Cloud and SAP ECC, including customer, product, and master data replication.
• Experience supporting and coordinating with middleware and integration teams using SAP CPI.
• Ability to gather and analyse business requirements, perform impact assessments, and translate requirements into functional solutions and system enhancements.
• Experience with:
• User Acceptance Testing (UAT)
• Regression Testing
• Release and Deployment Support
• Change Management Processes
• Strong reporting and analytical skills, including experience with SAP Service Cloud reporting and dashboard capabilities.

Desired Skills And Experience

• Experience within utilities, energy, or customer service-focused organisations.
• Knowledge of SAP Sales Cloud, SAP Customer Data Cloud (CDC), or broader SAP CX solutions.
• Familiarity with Agile delivery methodologies and ITIL service management practices.
  
  

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About UST

For more than 25 years, UST has worked side by side with the world's best companies to make a real impact through digital transformation. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process.