Biswajit Sahoo

I am a Certified SAP CX, Service and FSM Consultant with over 17+ years of global experience across SAP S/4HANA Service, SAP Field Service Management (FSM), SAP IS-U, SAP CRM, SAP C4C, and ERP solutions including SD, PM, and Service Management. Adept at leading end-to-end implementations, enhancements, production support, and continuous improvement initiatives across Utilities, Oil & Gas, Manufacturing, Retail, Automotive, and FMCG. Strong hands-on experience in integrated field service solutions covering scheduling, dispatching, technician assignment, mobile execution, service/work orders, and enterprise integrations.

Proven leadership in requirements workshops, solution design, testing, stakeholder engagement, go-live, and hypercare for large-scale digital transformations.

Lead Consultant – SAP C4C V2, Utility, FSM, CRM and S4 SM at ESG (2023-07 – Present)

• Led discovery, requirements workshops, fit-gap analysis, and solution design for a large Utilities transformation integrating SAP Service Cloud V2, SAP S/4HANA IS-U, SAP CPI/Integration Suite, and SAP FSM.
• Worked with utility business and operations stakeholders to translate service requirements into end-to-end SAP solutions covering customer service, field-service integration, service activation/deactivation, outages, and operational exceptions.
• Defined and coordinated integration and enterprise data flows across SAP IS-U, S/4HANA, CPI, FSM, IVR/CTI, outage systems, portals, and external applications using APIs and integration services.
• Supported SAP FSM integration within the Utilities landscape, aligning field-service execution with upstream customer/service processes and downstream S/4HANA/IS-U transactions.
• Supported utility scenarios including Move-In, Move-Out, Transfer, Billing and Payment inquiries, Complaints, Outage Management, Collections, and Customer Preferences.
• Partnered with functional and technical teams to troubleshoot interface, configuration, data synchronization, and end-to-end process issues across SAP Service, IS-U, CPI, and FSM.
• Led or supported SIT, UAT, defect triage, root-cause analysis, release planning, cutover readiness, deployment, and post-go-live hypercare.
• Coordinated business stakeholders, architecture teams, onshore/offshore delivery teams, and integration teams to ensure solution quality, traceability, and production readiness.
• Prepared functional requirements, solution design documentation, test scenarios, integration specifications, RAID items, and executive/project status reporting for the Utilities program.
• Conducted business process workshops with service operations teams, translating business requirements into FSM configuration and functional specifications.
• Provided Level 2/3 production support for FSM integration, scheduling optimization, and mobile execution issues, ensuring minimal downtime for field operations.
• Created functional specifications and integration design documents for FSM enhancements and CPI interfaces between SAP FSM and SAP S/4HANA service.
• Designed and implemented SAP FSM workflows for service order processing, preventive maintenance, and warranty claims, ensuring seamless interaction with SAP CS and PM.
• Configured SAP FSM Auto Scheduling to optimize technician assignments based on skills, availability, and location, reducing response times and improving first-time fix rates.
• Integrated SAP FSM with SAP PM to enable real-time tracking of equipment breakdowns, maintenance history, and asset performance analytics.
• Developed SAP S4hana Service Contracts and Billing processes within FSM to automate service agreements, SLA compliance tracking, and recurring maintenance plans.
• Configured SAP s4hana PM Work Orders to align with FSM service execution, technician dispatch, and spare parts allocation, ensuring efficient maintenance workflows.
• Developed custom SAP BRF+ business rules for service order prioritization, warranty validation, and escalation management in SAP FSM and SAP CS.
• Built interactive SAP HANA dashboards to track field service KPIs, SLA adherence, work order completion rates, and technician productivity, enabling data-driven decision-making.
• Configured and optimized SAP FSM Mobile to provide technicians with real-time access to service orders, equipment details, and historical maintenance records, supporting both online and offline modes.
• Implemented SAP FSM Spare Parts Management, ensuring seamless integration with SAP MM and SAP EWM for inventory tracking, automatic reordering, and stock level alerts.
• Enhanced SAP PM Master Data Management, ensuring accurate tracking of functional locations, equipment, task lists, and work centers within FSM.
• Developed custom SAP Fiori/UI5 applications for FSM field technicians, providing intuitive dashboards for work order execution and service history tracking.
• Configured SAP FSM Escalation Rules to automate notifications for high-priority service requests, ensuring timely resolution and customer satisfaction.
• Provided SAP FSM training and UAT sessions for field service teams, ensuring adoption of best practices and process adherence.
• Managed SAP S/4HANA service integration, optimizing database performance and implementing CDS views for efficient reporting.
• Supported post-implementation SAP FSM enhancements, continuously improving service efficiency and business performance.
• Designed and executed Service Confirmation process, including Time, labor, and material confirmations. Integration with billing and cost tracking.
• Implemented Service Quotation process integrated with service order execution and billing in s4hana service.
• Worked as senior consultant for SAP Implementation team working on a short assignment to support the SIT process and complete the pending enhancements in FSM.
• S/4HANA–FSM integration for 500+ field technicians, including real-time dispatching and auto-scheduling.
• Implemented business rules for SLA-driven technician assignment and license-based region allocation.
• Built FSM dashboards via SAP SAC and integrated FSM with third-party systems.

Bachelors in Technology - Computer Science & Engineering