What are the responsibilities and job description for the SAP Consultant - Celonis position at IBM?
Introduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Your Role And Responsibilities
As a Business Transformation Consultant specializing in Intelligent Customer Operations. You will advise clients on optimizing customer strategies and develop transformation roadmaps to enhance customer experience, reduce costs, and improve operational efficiency. You will utilize process mining tools and implement automation solutions to drive positive outcomes.
Your Primary Responsibilities Will Include
Bachelor's Degree
Required Technical And Professional Expertise
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Your Role And Responsibilities
As a Business Transformation Consultant specializing in Intelligent Customer Operations. You will advise clients on optimizing customer strategies and develop transformation roadmaps to enhance customer experience, reduce costs, and improve operational efficiency. You will utilize process mining tools and implement automation solutions to drive positive outcomes.
Your Primary Responsibilities Will Include
- Develop Transformation Roadmaps: Create tailored plans to enhance customer experience, reduce costs, improve operational efficiency in multi-channel customer touchpoints, leveraging process mining tools like Celonis or myinvenio to identify process inefficiencies and automation opportunities.
- Implement Automation Solutions: Utilize tools like UiPath, Automation Anywhere, and Blue Prism to automate processes, and establish KPIs to monitor progress and ensure successful outcomes.
- Design Customer Service Strategies: Implement CCaaS solutions and conversational AI technologies, such as LivePerson's speech analytics and chat solutions, to create innovative customer service strategies and optimize skill-based routing and workforce optimization.
- Manage Change Effectively: Ensure successful transformations by managing change and implementing solutions that drive positive outcomes.
- Deliver Client-Facing Solutions: Collaborate with clients to understand their needs and deliver tailored solutions that meet their business objectives.
Bachelor's Degree
Required Technical And Professional Expertise
- Experience with process mining tools (Celonis, myInvenio) to identify inefficiencies and automation opportunities.
- 3 years of hands-on Celonis EMS/IBC experience, including data integration, process analytics, and Action Flows.
- Strong SQL and expert PQL skills for data transformation, custom KPIs, and process insights.
- Solid SAP ECC functional knowledge (BKPF, BSEG, VBAK, VBAP) and end‑to‑end business processes.
- Proven ability to translate complex processes into actionable insights and ROI‑driven recommendations.
- Experience implementing automation solutions using UiPath, Automation Anywhere, and Blue Prism.
- Exposure to Conversational AI platforms (e.g., LivePerson) to enhance customer service strategies.
- Experience with CCaaS solutions to optimize customer operations and service performance.
- Strong capability in KPI definition, tracking, and governance to drive successful transformation outcomes.
- Experience supporting S/4HANA migration projects using the SAP Activate methodology.
- Background in MedTech / Life Sciences, with knowledge of GxP compliance, CSV, and medical device regulations.
- Proficiency in advanced analytics, including Python (PyCelonis) for automation, data science tasks, or ML integration.
- Experience with automation tools such as UiPath and Celonis Action Flows to enable real-time process corrections.
- Knowledge of process analysis techniques to identify optimization opportunities in customer operations.
- Exposure to advanced automation technologies, including machine learning and natural language processing.
- Familiarity with cloud-based customer operations solutions, including CCaaS and CRM platforms.
- Celonis certification (Celonis Certified Data Engineer or Implementation Professional) preferred.