ISU CS Functional

7/27/2019 ISU CS Functional

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Confidential For use at GGCL- 1 of 5 -

Asst. Manager IS-U Customer Service Functional

1. ORGANIZATIONAL CONTEXT

Position Title:

Associate ManagerISU- Customer ServiceFunctional

Job family: IT

Level / Grade: M4A Position Scope: All Gujarat

Sub Level / Grade: Department: IM

Location: Surat Cost Centre

Organization chart indicates the position in the organization

Reports to: AGM SAP ISU Reported by: None

2. POSITION SUMMARY

The objective is to provide ISU Customer Service/CRM functional expertise to Gujarat Gas IS-U/CCSimplementation. This includes driving blueprint development, Configuration, Design and Testing of DeviceManagement implementation, including leading the vendor resource for timely and high quality delivery

GMInformation Mgmt

AGMSAP - ISU

MD

M1

M2

M3

M4

Exec

AGMIM Projects

ManagerIM

Infrastructure

Associate ManagerISU Customer Serv

Functional

ManagerIM

Applications

ManagerIM

Govenance


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3. KEY ACCOUNTABILITIES

1. Lead ISU/CCS Customer Service/CRM functional:

Own and Manage SAP IS/U Customer Service/CRM functional design and deliverables

Lead GGCL vendor teams to deliver high quality and timely deliverables in the upcoming

GGCL IS-Utilities implementation

Drive Requirements Gathering and Blueprinting to meet GGCL requirements and expectations

Define and maintain SAP SOLUTIONS STANDARDS, KNOWLEDGEBASE, and best

practice; improving Solutions and design quality

Provide SAP SOLUTION LEADERSHIP for MULTIPLE PROJECTS working with PROGRAM

LEADS in developing and driving Integrated Business Solutions; SAP Functional Knowledge

areas of SD, FI/CA, Device Management, ISU Billing and ISU CIC

Maintain BUSINESS PROBLEM DOMAIN KNOWLEDGE & Cross-project coordination; SIGN-

OFF all functional & technical designs

Ensure QUALITY and BEST PRACTICES in each SAP Functional Domain and aligning with a

Cross-Functional Integrated END-TO-END BUSINESS PROCESS; including integrations with

extended business systems

Assist PROGRAM LEADS, business SAP functional and technical leads in the INTEGRATION

OF BUSINESS PROCESSES, DATA RULES, SAP technical changes & interfaces

Drive increased TEST CASE COVERAGE & AUTOMATION to ensure testing completeness

and protect system integrity

2. SAP Support Manage SAP Support by liasoning with GGCL Business Process Owners to deliver break

fixes, changes as per SLAs defined to support the existing GGCL FI/CO implementation and

upcoming implementations

Own delivery of all SAP SD and IS/U CCS functional and technical enhancements

PROACTIVELY WORK with Program Leads and SERVICE PROVIDERS PROJECT TEAMS

and SAP & to resolve issues; champion closure on business & technical issues related to

process, business rules and configuration

3. Ensure self and team development:

Manage activities that support alternate resource development in key areas of SAP support toensure continuity in service delivery

Manage in-house development of domain specialists through identification of requisite skills

Augment team strengths by engaging outsourcing partners

Partner with HR and develop customer orientation and other requisite training for IM team so

as to enhance capability and performance

4. Program Management Methodology

Adhere to GGCL and BG defined Program Management Methodology and deliverables

Align Vendors to PMM deliverable, processes and metrics


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5. Others:

Continuously MONITOR SAP SOLUTIONS and BUSINESS TRENDS to incorporate relevant

technology trends within the business; provide oversight, coordination, and business domain

expertise in all business areas (process, technology, quality, and interfaces); providing

technical guidance to the business, Program Leads, and CIO.

Ensure audit compliance and compliance to safety and other GGCL policies


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4. KEY DELIVERABLES / KEY RESULT AREAS

1. Complete ownership for all GGCL ISU Customer Service functional and technical developments

2. SAP Project timelines and delivery quality

3. SAP Support SLAs

4. Vendor resource management

5. Coordination and adherence to HSSE - Safety norms

6. SAP user satisfaction

7. Compliance with company policies and procedures

5. PROBLEM SOLVING & DECISION MAKING

a) Describe the type of decisions made by this position holder on a regular basis

Identify functional and technical changes

Approve Design, Blueprints, Test Cases and results

Manage Vendor resources and deliverables

Training requirement and process for team

b) What type of decisions are referred to the next level?

Project Approvals

Budget Approvals

Resource Hiring


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6. KEY INTERACTIONS (Who does this position interact with on a regular basis to perform this role? How

often and for what purpose?)

Internal External

Users: Requirements Gathering, Blueprinting,

testing, Data Cleaning

Vendors (SAP, IBM, HP, Wipro, Adhirt,

Microsoft, Sunrise, Interface, Dell ): Purchase,

support

Finance Department: Payments, budgets Vendors (Accenture, IBM, SAP)

implementation support

All Departments: Application, system requirement Market / Industry counterparts: Knowledge

sharing

HSSE: Safety measure Technology forums: Knowledge

Admin Department: Workstation, shifting etc Customers: Through internal departments for

requirements and feedback

HR Department: Update systems, training,Appraisal, Personal Development

7. MINIMUM REQUIREMENTS

Level of Education B.E./MBA

Experience 10 12 years, 4-6 yrs SAP ISU-Customer Service functional

experience

3-5 years of sales functional experience

SAP Project implementation/rollout experience

Experience working with large distributed and multi-cultural teams

Ability to manage multiple deliverables independently in a fast paced

environment

Highly motivated, Self starter

8. UNIQUE KNOWLEDGE AND SKILLS

(Special technical skills & knowledge needed for the satisfactory performance of the job)

SAP ISU Customer Service/CRM functional experience

SAP R/3 SD experience

Customer call center experience

Documents

ISU CS Functional