Senior SAP Service Cloud V2 Consultant (ESM)

Randstad; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Randstad is seeking an SAP ESM Consultant to lead workshops, map processes, and design end-to-end SAP Service Cloud V2 solutions for a major transformation program in Sydney. The role demands hands-on configuration, strong stakeholder engagement, and experience with enterprise service management.

You will collaborate with business and technical teams, guide testing and go-live readiness, and develop training materials to empower business users across a large enterprise.

Qualifications

• Extensive SAP consulting background focusing on customer service, case management, or service operations.
• Proven delivery experience with SAP Service Cloud V2 and/or SAP ESM in large-scale environments.
• Strong ability to lead discovery workshops and gather comprehensive requirements.

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

Workshop facilitation

Stakeholder engagement

Requirements gathering

Business process mapping

Tools

SAP Service Cloud V2

SAP Enterprise Service Management

Job description

Randstad is seeking an SAP ESM Consultant to lead workshops, map processes, and design end-to-end SAP Service Cloud V2 solutions for a major transformation program in Sydney. The role demands hands-on configuration, strong stakeholder engagement, and experience with enterprise service management.

You will collaborate with business and technical teams, guide testing and go-live readiness, and develop training materials to empower business users across a large enterprise.