SAP ESM Consultant

Zone IT Solutions Pty Ltd; Sydney; On-site; AUD 150,000 - 210,000; Full time

Job summary

Zone IT Solutions Pty Ltd is seeking an experienced SAP ESM Consultant to lead the design, configuration, and delivery of enterprise customer service and service management solutions. This client-facing role requires strong consulting, stakeholder management, and functional expertise in SAP Service Cloud V2 and SAP ESM.

The role involves leading discovery workshops, translating business needs into end-to-end designs, and ensuring successful integration with SAP S/4HANA and other enterprise

Qualifications

• Experience with SAP Service Cloud V2 and SAP ESM.
• Proven ability in enterprise service management and customer service solution design.
• Strong knowledge of Case Management, Service Operations, Omnichannel Engagement, and SLA management.
• Excellent communication, facilitation, consulting, and documentation skills.

Responsibilities

• Lead discovery, requirements gathering, fit-to-standard and fit-gap workshops.
• Analyse business needs and translate them into end-to-end solution designs.
• Design and configure SAP Service Cloud V2 including Case Management, Service Requests, workflows, queues, and SLAs.
• Define solutions for Customer Service, Omnichannel Engagement, Knowledge Management, and Service Operations.
• Support integration with SAP S/4HANA and other enterprise applications.
• Prepare functional specifications, process flows, configuration, and solution design documentation.
• Support testing, UAT, defect resolution, deployment, cutover, go-live and hypercare.
• Engage with business leaders, architects, process owners, and technical teams to provide recommendations.
• Deliver training, knowledge transfer, documentation, and mentoring to client teams.

Skills

SAP Service Cloud V2

Enterprise Service Management

Case Management

Workflows & Automation

Stakeholder Management

Workshop Facilitation

S/4HANA Integrations

Client-facing

Tools

SAP S/4HANA

SAP Service Cloud

Job description

We are looking for an experienced SAP ESM Consultant to lead the design, configuration, and delivery of enterprise customer service and service management solutions. This is a client-facing role requiring strong consulting, stakeholder management, and functional expertise.

Key Responsibilities

• Lead discovery, requirements gathering, fit-to-standard and fit-gap workshops.
• Analyse business needs and translate them into end-to-end solution designs.
• Design and configure SAP Service Cloud V2, including Case Management, Service Requests, workflows, business rules, queues, routing, SLAs, and service processes.
• Define solutions for Customer Service, Omnichannel Engagement, Knowledge Management, Customer/Contact Management, and Service Operations.
• Support integration with SAP S/4HANA and other enterprise applications.
• Prepare functional specifications, process flows, configuration and solution design documentation.
• Support testing, UAT, defect resolution, deployment, cutover, go-live and hypercare.
• Engage with business leaders, architects, process owners, and technical teams to provide solution recommendations.
• Deliver training, knowledge transfer, documentation, and mentoring to client teams.

Required Skills & Experience

• SAP consulting experience.
• Implementing SAP Service Cloud V2 and/or SAP Enterprise Service Management (ESM).
• Proven experience in enterprise service management and customer service solution design.
• Strong knowledge of Case Management, Service Requests, Service Operations, Omnichannel Engagement, Knowledge Management, Work Queues/Routing, SLA Management, Workflow & Automation.
• Experience with SAP S/4HANA integrations, reporting and analytics.
• Strong experience in workshops, stakeholder management, testing, deployment and hypercare.
• Excellent communication, facilitation, consulting, and documentation skills.

About Us

We specialize in Digital, ERP, and larger IT Services. We offer flexible, efficient and collaborative solutions to any organization that requires IT, experts. Our agile, agnostic, and flexible solutions will help you source the IT Expertise you need.

Zone IT Solutions is an equal opportunity employer and our recruitment process focuses on essential skills and abilities. We encourage applications from a diverse array of backgrounds, including individuals of various ethnicities, cultures, and linguistic backgrounds, as well as those with disabilities.