Lead Business & Technical Consultant - Customer Services Operations

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We are seeking a skilled SAP IS-U Exceptions and BDEx Configuration Specialist to support and optimize exception handling within our SAP Utilities and BDEx environments. This role is critical in managing exception-based processes across the IS-U landscape, including billing, device management, service orders, accounts receivable, customer service, and meter-to-cash operations. The ideal candidate will have hands-on experience configuring and maintaining exceptions within SAP IS-U and will collaborate closely with both IT and business stakeholders to ensure smooth exception resolution, accurate assignment routing, accurate exception closure conditions, proactive alerting, and optimal process design.

• Configure and maintain exception handling in SAP IS-U, particularly in areas such as billing, device management, and accounts receivable.

• Analyze business processes and identify opportunities to introduce automated exception management, alerts, or workflow triggers.

• Work with Customer Service teams to gather requirements related to billing exceptions, unbilled accounts, estimation issues, meter reading errors, and more.

• Troubleshoot and resolve IS-U exception scenarios using standard SAP tools such as EMMA (Exception Management), Application Logs, and Work Item analysis.

• Configure new BPEM (business process exception management) cases. Update configuration for existing BPEM cases.

• Configure complex BPEM routing assignment logic.

• Configure closure conditions, parent-child relationships, and other table setting that affect exceptions creation or exceptions processing.

• Configure workflows, alerts, and monitoring tools to streamline exception resolution and minimize manual interventions.

• Confirm BDEx licensing is up-to-date and configured correctly per environment.

• Collaborate with IT developers to enhance or customize exception logic where required.

• Develop documentation and provide training to end users on exception handling processes.

• Participate in system upgrades, enhancements, and regression testing with a focus on exception-related impacts.

• Bachelors degree in Information Technology, Mathematics, Communications, Statistics, Business or Other Related Degree

• In addition to required degree, nine (9) years related work experience

• In lieu of Bachelors degree(s) AND 9 year(s) related work experience listed above, High School/GED AND 15 year(s) related work experience

• Masters degree

• SAP IS-U Certification

• + years of SAP IS-U experience, including strong knowledge of exception handling within key functional areas (e.g., DM, Billing, Invoicing, FI-CA).

• Hands-on experience with SAP EMMA and Application Log configuration.

• Deep understanding of utilities industry processes such as meter reading, consumption billing, dunning, and collections.

• Proven ability to interpret logs, troubleshoot process interruptions, and implement proactive exception handling.

• Strong communication skills with the ability to work across technical and functional teams.

• Experience with SAP S/4HANA Utilities or SAP Fiori applications for exception management.

• ABAP debugging experience is a plus.

• Familiarity with SAP Workflow configuration.

• Background in regulated utility environments and knowledge of compliance requirements (e.g., audit trails, SOX).

• SAP IS-U Certification or equivalent training.

• Virtual - Work will be performed from a remote location. However, virtual employees should live within a reasonable commute to a Duke Energy facility.

Travel Requirements

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