SAP Business Process Expert

Job Description

ScottishPower's SAP Business Process Experts play a key role in driving our roadmap of improvements to help deliver the best possible experience to our customers. In this role, you will be responsible for delivering significant system and process changes to support business improvements within the Complaints teams, spanning across multiple technologies and 3rd party vendors and supporting both Energy and new product customer journeys. We are looking for IT professionals with strong technical and stakeholder management skills to join our Complaints Business Transformation team.

What you'll be doing

You'll be responsible for ensuring that systems in place for complaint and service management derive maximum efficiency and effectiveness for end users.

Your role will focus on identification of issues that lead to complaints or cause complaint resolution to be elongated with a view to eradicating and improving all systems and processes within your focus area, including end-to-end customer journeys across Energy and telecommunications. You will support large cross business projects to deliver new solutions to ensure customer experience and complaints are a key focus.

You will be devising business requirement documents for complex changes and managing senior stakeholders, developers and testers to drive forward system and process improvements.

You will also develop programmes that support automations of basic processes at all enhancing the customer experience. Your key focus will be providing robust and innovative solutions to meet the fast-moving needs of the business.

What you'll bring

Minimum Qualifications and Experience:

• Bachelor's degree in Computer Engineering, Computer Science, similar technical field of study, or equivalent practical experience.
• Experience of successfully delivering large software projects in challenging environments e.g., multiple vendors, technologies, geographies
• Experience of leading diverse teams across the full software development lifecycle
• Experience working in, or delivering change for telecommunications customer complaints environments (e.g., complaint intake/triage, root cause analysis, resolution processes, and supplier-led fault/repair complaints)
• Excellent communication and the ability to manage senior stakeholders
• Promote a culture of creativity, knowledge sharing and growth
• Knowledge and experience of the SAP software development lifecycle
• Experience of improving customer front end systems - UX design
• Ability to analyse large volumes of complex data and derive solutions to problems

Preferred Qualifications and Experience:

• Master's degree in Computer Engineering, Computer Science, or similar technical field of study
• Ability to architect and design end to end solutions involving multiple technologies
• Experience of SCRUM/Agile
• Knowledge and understanding of the UK Energy Retail Market
• Knowledge and understanding of complaints drivers and controls (e.g., customer experience pain points, repeat contacts, service credits/compensation, Ofcom requirements, and regulated complaint reporting and/or ombudsman escalation)
• Experience in a complaints/Customer Service business improvement environment
• Experience of using and building Power BI reporting

What's in it for you

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it's the little things we do in life that make a big difference. From helping you look after your family's wellbeing, save for your future and take personal steps for climate action - our benefits are designed to help you do just that - so that you have everything you need to take care of your world - today and tomorrow. That's why our benefits include:

• 36 days annual leave
• Holiday Purchase - perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers - save more and spread the cost of your technology purchases
• Electric Vehicle Schemes - to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world's largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we're at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you'll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.