Senior Software Engineer - SAP S4HANA Service Cloud

Position Description

Job Title: SAP S4HANA Service Cloud Functional Engineer
Position: Senior Software Engineer
Experience: 6 to 9 Years
Job location: Bangalore
Employment Type: Full Time

The SAP S4HANA Service Cloud Functional Engineer is responsible for operational support in S/4 HANA deployments and supporting and optimizing SAP Service Cloud solutions in a post go-live application maintenance environment. Collaborates within a global team and works closely with business stakeholders, partners and cross-functional teams to ensure stable, compliant and efficient service management processes. The role focuses on functional support, issue resolution, system stability and operational effectiveness.

Key Responsibilities

• Support Service Business Process Owners, key users and project teams in maintaining SAP Service Cloud solutions aligned to the global template and deploying the global S/4 HANA implementation on a local level.
• Provide functional support across core Service Cloud processes including Service Requests, Tickets, Registered Products, Service Contracts, Warranties, Knowledge Base, Case Management and Customer Service Operations.
• Provide end-to-end functional support in an AMS environment including incident management, service requests, defect resolution and root cause analysis in line with agreed service levels.
• Conduct impact analysis and testing to support quality delivery of changes and enhancements.
• Support Service Cloud processes with strong integration across SAP S/4HANA, SAP ECC, Customer Master, Sales, Service, Installed Base and other integrated business applications.
• Monitor system performance, operational issues and user feedback to ensure stable and efficient day-to-day service operations.
• Support business-critical service operations ensuring continuity and timely issue resolution.
• Provide user support, functional guidance and knowledge sharing to enable consistent adoption and operational effectiveness.

Critical Experiences and Skills

• Bachelor’s or Master’s degree preferably in Engineering, Information Technology, Business Administration or a related field.
• Hands-on experience configuring and supporting cloud customer service environments, including ticketing workflows, service level agreement (SLA) boundaries, warranty tracking matrices, custom business objects, and interface message debugging via SAP CPI.
• Strong functional understanding of SAP Service Cloud including Service Requests, Tickets, Installed Base, Registered Products, Service Contracts, Warranties, Knowledge Base and Case Management.
• Experience working in a global application maintenance support or production support environment including stakeholder management and cross-functional collaboration.
• Experience in system enhancements, incident resolution, problem management, testing and delivery of supportable business solutions.
• Experience supporting business-critical service operations.
• Good understanding of integration with SAP S/4HANA, SAP ECC and other enterprise applications.
• Strong analytical, problem-solving and communication skills.
• Knowledge of SAP Sales Cloud is a strong advantage.
• SAP certification in SAP Service Cloud is an advantage.
• Ability to work effectively in a global, complex and highly integrated business environment.

Grading Differentiators

• Good knowledge of SAP Service Cloud functional processes and incident management practices.
• Operates independently within assigned functional scope and delivers with limited supervision.
• Able to resolve moderately complex functional issues across integrated SAP processes.
• Contributes effectively to support, enhancement and continuous improvement initiatives.

Skills

• Analytical Thinking
• Communication
• SAP C4C (Cloud for Customers)
• SAP ECC
• SAP s/4hana