Lead IS​/U Customer Service Architect

Level: Principal

Location: Michigan, 50% onsite

The SAP IS-U Customer Service Architect is a highly experienced role requiring deep industry knowledge, strong technical skills, and excellent communication abilities to align diverse stakeholders towards a cohesive and effective solution.

• Solution Design and Blueprinting:
  Translating complex business requirements into a comprehensive, end-to-end technical and functional solution blueprint. This includes defining the system components, data flow, and integration strategy across the entire SAP landscape.
• Module Integration Oversight:
  Leading integrated solution design across core SAP IS-U/CIS (Customer Information System) and related modules critical to customer service, such as Financial Contract Accounting (FICA), Billing, Device Management/Advanced Metering Infrastructure (DM/AMI), and CRM/CX (Customer Experience).
• Advisory and Best Practices:
  Serving as a trusted advisor to clients and cross-functional teams, providing utilities industry best practices for both regulated and deregulated markets. This includes guidance on SAP's "Clean Core" and "Fit to Standard" methodologies.
• Leading Workshops and Governance:
  Facilitating client and internal workshops, such as Conference Room Pilots (CRPs) and design sessions, to drive alignment, define scope, and ensure knowledge transfer. This also involves establishing solution governance across SAP and third-party platforms.
• Digital Transformation and Road mapping:
  Assisting clients in their digital transformation journeys (often leveraging S/4
  
  HANA), developing high-level strategic roadmaps, and ensuring alignment with overall business objectives.
• Support for Project Lifecycle:
  Advising various work streams, including cutover, data conversion, testing, and organizational change management (OCM), on functional best practices to ensure successful, high-quality solution delivery.
• Technical and Functional Expertise:
  Acting as the Subject Matter Expert (SME) for all technical and functional aspects of the solution, resolving complex issues in escalated projects, and ensuring the final product meets performance, scalability, and security requirements.
• Documentation and Deliverables:
  Producing key project deliverables such as design and configuration documentation, functional specifications, data migration specifications, test scripts, and training materials.
• Leadership and
  
  Collaboration:
  
  Collaborating closely with project managers, technical teams, and other stakeholders, and often leading and mentoring junior team members.

• Mid-Senior level

• Contract

• Engineering and Information Technology

• IT Services and IT Consulting