SAP Service Cloud

Key Responsibilities

• Gather business requirements and translate them into Service Cloud solutions.

• Configure Service Tickets, SLAs, Workflows, Routing Rules, Activities, and Service Levels.

• Set up Service Categories, Knowledge Base, Warranty, Installed Base, Registered Products.

• Configure Business Rules, Field Extensions, and Screen Layout Adaptations.

• Implement Omnichannel service capabilities: Email, Phone, Chat, Social (optional).

• Integrate SAP Service Cloud with SAP ERP/S/4HANA, SAP Field Service Management, and SAP CPQ (as needed).

• Support data migration activities—templates, mapping, and upload.

• Conduct unit and UAT testing; ensure alignment to project standards.

• Provide production support, troubleshoot issues, and optimize configurations.

• Create functional documentation (BRDs, FSDs, configuration guides).

• Collaborate with cross-functional teams (Sales Cloud, FSM, ERP Integration, CRM).

Required Skills

• Strong hands-on experience in SAP Service Cloud (C4C Service) configuration.

• Deep knowledge of Ticket Management, Service Entitlements, and SLA set-up.

• Experience in Business Rules, Workflow, Routing, and Notification Management.

• Understanding of Master Data (Customers, Products, Installed Base, Employees).

• Experience with Integration using SAP CPI/SCI, OData, SOAP services.

• Good knowledge of Service reporting & dashboards.

• Strong understanding of Customer Service, After-Sales, and Support processes.

Technical Skills (Optional / Technical Role)

• Knowledge of PDI (Partner Development Infrastructure) & SDK (ABSL scripting).

• Experience with OData APIs, custom BOs, UI enhancements.

• CPI integration mapping, iFlow design, and error handling.

Additional Information

About the Company

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.