SAP C4C (Sales and Service Cloud) Consultant

Key Responsibilities

• Provide 3rd line support for incidents and change requests raised by the ERP COE team, ensuring resolution in line with the organisation's Change Management process.
• Perform system configuration, enhancements, and implementation of approved change requests, including preparation of required documentation (configuration rationale, functional specifications, test documentation).
• Deliver proactive maintenance and innovation by sharing updates on SAP C4C and broader SAP product innovations, upgrades, and best practices.
• Participate in projects and ad-hoc services, including:
  
  • Business process assistance and optimisation
  • Training of super users and knowledge transfer to ERP COE Consultants
  • Guidance on SAP C4C and SAP best practices
  • System optimisation and strategy recommendations
  • Infrastructure assistance, including capacity planning for future state
• Support the implementation of new SAP functionalities within agreed project hours.
• Produce regular status reports, providing updates on logged incidents, system changes, service quality, and progress against SLAs.
• Attend scheduled status meetings with stakeholders to present progress, discuss challenges, and propose improvements.

Minimum Requirements

• Diploma or higher qualification in Information Technology, Computer Science, or related field.
• Recent and valid SAP Certification (SAP C4C / SAP Sales & Service Cloud).
• Minimum of 6 years’ experience as an SAP Consultant with at least 4 years focused on SAP C4C (Cloud for Customer).
• Strong understanding of the SAP Solution Manager, Change Management processes, and 4-tier system landscapes.
• Experience in incident management, configuration, functional specification writing, and system testing.
• Knowledge of SDLC methodologies (Agile, Waterfall).
• Ability to conduct user training, facilitate knowledge transfer, and produce high-quality documentation.
• Strong communication, stakeholder engagement, and consultative skills.

Nice-to-Have Skills

• Exposure to broader SAP modules and integration with C4C.
• Familiarity with SAP strategy and infrastructure planning.
• Experience in public sector or large enterprise ICT environments.