SAP Service Cloud ESM Consultant - Lead Service Design

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

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