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sap consultant jobs near vimercate, lom

Location

Milan

Country

Italy

Form of employment

B2B

Experience level

Senior

Workflow Analysis
- Observe and document customer service workflows using Salesforce case management across email and voice channels.
Process Mapping
- Map current processes, pain points, system interactions, and unnecessary steps affecting agent productivity.
Integration Assessment
- Identify system switching, integration gaps, and additional work caused by disconnected Salesforce and other business systems.
Diagnostic Evaluation
- Assess adoption, training effectiveness, technology gaps, and opportunities for quick wins or structural improvements.
Automation Assessment
- Review existing back-office processes and automations to identify opportunities for future customer service automation.
Recommendations & Productivity Analysis
- Propose process, technology, integration, adoption, and training improvements while assessing productivity gains, feasibility, and scalability.
AI Roadmap Support
- Provide insights supporting the future expansion of Voice and Mail AI Agents and related customer service automation.

Consulting Experience
- Proven experience in business process optimization, operational efficiency, or systems consulting within complex environments.
Customer Service Operations
- Hands-on experience in back-office customer service environments with practical understanding of agent workflows.
Salesforce Knowledge
- Familiarity with Salesforce, case management systems, CRM implementations, and customer service technology processes.
Workflow Analysis Skills
- Strong ability to observe, document, analyze, and synthesize operational workflows into actionable insights.
Analytical Problem Solving
- Ability to identify inefficiencies, integration gaps, productivity barriers, and realistic opportunities for improvement.
Communication Skills
- Excellent written and verbal communication skills for presenting findings and recommendations to leadership.
Italian Language Skills
- Fluent Italian required for on-site engagement in Milan and effective communication with customer service teams.

B2B Contract
- Employment based on a B2B contract
Stable and Dynamic International Firm
- Opportunity to work in a stable, dynamically developing international company
Engaging Projects and Latest IT
- Chance to participate in interesting projects and work with the latest information technologies
Competitive Rates
- Attractive remuneration rates offeres
Renowned International Projects
- Involvement in the most prestigious international project
MultiSport and Private Medical Care
- MultiSport and Private Medical Care

ERP Integration Knowledge
- Experience with SAP or other ERP system integrations supporting customer service operations.
Transformation Experience
- Previous experience delivering customer service transformation or operational efficiency improvement projects.
Automation Experience
- Experience with customer service automations, including VBA or similar solutions, and related process optimization.
AI & Voice Automation
- Experience with AI Agents, Voice/Mail automation, or customer service automation platforms and solutions.
Training & Adoption
- Experience supporting training, technology adoption, and change initiatives within customer service organizations.
Italian Market Knowledge
- Knowledge of the Italian business environment and customer service practices.