SAP Service Cloud ESM Consultant – Client-Facing Lead

HR Partners; Sydney; On-site; AUD 140,000 - 180,000; Full time

Job summary

Randstad is looking for an SAP ESM Consultant to lead solution design and configuration for a major SAP Service Cloud V2 implementation. This is a client-facing role requiring strong workshop facilitation and hands-on configuration in equal measure.

You will run discovery sessions, map processes, design the service cloud solution, configure structures and workflows, and support testing, cutover, and go-live activities. Sydney-based role with enterprise-scale delivery experience.

Qualifications

• Deep SAP consulting background with hands-on delivery of customer service, case management, service operations, or field service solutions.
• Proven experience implementing SAP Service Cloud V2 and/or SAP Enterprise Service Management (ESM).
• Track record leading discovery workshops and requirements gathering sessions.
• Hands-on configuration experience within SAP Service Cloud V2.
• Strong stakeholder engagement, facilitation, and consulting skills.
• Experience supporting testing, deployment, and hypercare activities.
• Excellent written and verbal communication skills.
• SAP Customer Experience (CX) implementation experience.
• Experience in utilities or asset-intensive industries.
• Experience in agile delivery environments and large enterprise transformation programs.

Responsibilities

• Lead client workshops to map current and future state business processes.
• Facilitate requirements gathering sessions with business and technical stakeholders.
• Design end-to-end SAP Service Cloud V2 solutions covering case management, service request management, customer engagement, knowledge management, and service operations.
• Configure organisational structures, business roles, workflows, business rules, queues, and service processes.
• Define service request lifecycles, notifications, escalation processes, and work assignment rules.
• Support integration design with SAP S/4HANA and other enterprise applications.
• Prepare functional specifications and configuration documentation.
• Develop and execute test scenarios, support UAT, and assist with defect resolution.
• Support cutover planning and go-live readiness.
• Conduct training workshops and develop training materials for business users.

Skills

SAP Service Cloud

ESM implementation

Requirements gathering

Stakeholder facilitation

Workshops

Training delivery

SAP CX

Tools

SAP S/4HANA

SAP CX

UAT tooling

Job description

Randstad is looking for an SAP ESM Consultant to lead solution design and configuration for a major SAP Service Cloud V2 implementation. This is a client-facing role requiring strong workshop facilitation and hands-on configuration in equal measure.

You will run discovery sessions, map processes, design the service cloud solution, configure structures and workflows, and support testing, cutover, and go-live activities. Sydney-based role with enterprise-scale delivery experience.