Senior Consultant | SAP ISU CRM | Kolkata | SAP | DSA Oil, Gas and Utilities
Job requisition ID : 108426
Location: Kolkata
Entity: Deloitte Touche Tohmatsu India LLP
The team
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Your work profile
An experienced SAP IS-U Consumer Portal to lead the design, implementation, enhancement, and support of digital consumer engagement solutions for utility organizations.
The role will be responsible for delivering customer self-service capabilities integrated with SAP IS-U, enabling seamless digital interactions across customer onboarding, billing, payments, service requests, outage information, energy consumption analytics, and customer communication channels.
The ideal candidate should possess strong expertise in SAP IS-U business processes, digital customer platforms, portal solutions, SAP CRM/CX integration, and utility customer lifecycle management
Configure portal functionalities aligned with utility business processes and regulatory requirements.
Participate in end-to-end implementation, rollout, and enhancement projects.
Customer Self-Service Management : Design and support portal functionalities including
Customer Account Services: Customer Registration and Login, Profile Management, Consumer Dashboard,Account Summary, Contract Information Management
Premise and Service Details
Billing & Payment Services: Bill View and Download, Bill History,Online Payment Processing, Payment History, Prepaid Recharge Services,Outstanding Dues Management,E-Receipt Generatios
Service Request Management: New Connection Requests,Temporary Connection Requests,Load Enhancement/Reduction Requests,Meter Replacement Requests,Name Transfer Requests,Disconnection/Reconnection RequestsComplaint Registration and Tracking
Consumer Communication: Notifications and Alerts, SMS and Email Integration,Payment Reminder, Outage Notifications, Service Request Updates, Customer Announcement
SAP IS-U Integration: Ensure seamless integration between Consumer Portal and SAP IS-U.
Support integration with: SAP IS-U Customer Service, SAP IS-U Billing & Invoicing
- SAP IS-U FI-CA
SAP IS-U Device Management
SAP CRM/CX Solutions
Ensure real-time or near-real-time data synchronization.
Validate API and middleware integrations.
Digital Customer Experience
Improve customer engagement through digital channels.
Support omnichannel customer experience initiatives.
Drive adoption of self-service capabilities.
Enhance customer satisfaction through intuitive portal functionality.
Participate in customer experience transformation programs.
Smart Metering & Consumption Analytics
Enable customer access to energy consumption information.
- Support integration with:
AMI Systems
MDMS Platforms
Smart Metering Solutions
- Provide functionalities for:
Consumption History
Usage Trends
Energy Insights
Prepaid Balance Monitoring
Recharge History
Payment Gateway & Third-Party Integration
- Support integration with:
Payment Gateways
Banking Platforms
UPI Services
Wallet Providers
External Customer Portals
Ensure secure payment processing.
Support reconciliation and transaction monitoring.
Functional Consulting & Process Optimization
Conduct workshops and requirement gathering sessions.
Translate business requirements into detailed functional designs.
Identify opportunities for process automation and customer service improvements.
Recommend industry best practices for digital utility operations.
Testing & Quality Assurance
- Prepare:
Functional Specifications
Test Scenarios
Test Cases
Business Process Documents
- Execute and support:
Unit Testing
- UAT
Regression Testing
Support issue resolution during testing cycles.
Production Support & Enhancements
Provide L2/L3 support for Consumer Portal operations.
Monitor portal functionality and performance.
Resolve business process and integration issues.
Support enhancement requests and continuous improvement initiatives.
Ensure SLA adherence and operational stability.
Stakeholder Management
- Collaborate with:
Utility Business Teams
Customer Service Teams
IT Teams
Project Managers
Vendors and System Integrators
Conduct training programs and knowledge transfer sessions.
Support change management and user adoption initiatives.
Key skills required
6–10 years of SAP experience with minimum 4+ years experience in SAP ISU.
At least 3+ years of experience in Consumer Portal, Self-Service Portal, Customer Experience, or Digital Channel implementations.
Experience in at least one end-to-end SAP Utilities implementation project.
Experience working with utility organizations (Electricity, Water, Gas, or Energy Distribution).
Mandatory Technical Skills
SAP Utilities
SAP IS-U Customer Service, SAP IS-U Billing & Invoicing, SAP IS-U Device Management, SAP IS-U Meter Reading, SAP IS-U FI-CA, SAP IS-U Move-In/Move-Out Processes, Meter-to-Cash Processes
Consumer Portal Expertise: Customer Self-Service Solutions, Portal Design and Configuration, Digital Customer Journey Mapping, Service Request Management, Customer Engagement Platforms, Consumer Account Management
Integration Knowledge: SAP CRM / SAP CX, SAP BTP Integration Suite, SAP CPI, REST APIs, Web Services, Payment Gateway Integration, SMS/Email Gateway Integration, Mobile Application Integration
Preferred Skills: SAP S/4HANA Utilities, SAP Fiori, SAP BTP, SAP Customer Experience (CX), SAP Commerce Cloud, SAP Mobile Services, Smart Metering Integration, AMI/MDMS Integration, Digital Utility Platforms, Agile/Scrum Delivery Methodologies
Graduate degree (Science or Engineering) – B.E/B.Tech/M.E/ M.Tech
SAP Certification in IS-U, CRM, CX, or SAP Technologies preferred.
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