Sr. Consultant - ESM

YASH Technologies, Inc.; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

YASH Technologies, Inc. in Bengaluru is seeking an experienced ESM Consultant to design, implement, and support Enterprise Service Management solutions across HR, IT, Finance and Facilities.

You will collaborate with business stakeholders to analyze requirements, configure workflows, and drive digital transformation. The role emphasizes workshops, gap analysis, service catalogs, and knowledge/case management, with testing, deployment, and ongoing production support.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
• 5+ years of experience in Enterprise Service Management implementations.
• Strong understanding of ITIL and service management frameworks.
• Experience with ServiceNow, SAP SuccessFactors ESM, Jira Service Management, BMC Helix, or similar platforms.

Responsibilities

• Gather, analyze, and document business requirements from stakeholders.
• Design and implement Enterprise Service Management (ESM) solutions and processes.
• Configure workflows, service catalogs, knowledge management, and case management solutions.
• Lead workshops, fit-gap analysis, and solution design sessions.
• Collaborate with cross-functional teams including HR, IT, Finance, and Operations.
• Develop functional specifications and support technical teams during development.
• Perform system testing, UAT coordination, and production deployment activities.
• Provide production support and continuous service improvement recommendations.
• Create project documentation, training materials, and user guides.
• Ensure compliance with organizational policies, security standards, and best practices.
• Support integrations with third-party applications and enterprise platforms.
• Drive adoption of automation and self-service capabilities to improve user experience.

Skills

ESM solutions

ITIL

Stakeholder management

Analytical thinking

Communication

Education

Bachelor's in IT/CS/Business

Tools

ServiceNow

SAP SuccessFactors ESM

Jira Service Management

BMC Helix

Job description

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YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation.

At YASH, we’re a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth – bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future.

We are looking forward to hireSAP SuccessFactors Professionals in the following areas :

Job Summary

We are seeking an experienced ESM Consultant to design, implement, and support Enterprise Service Management solutions that streamline business processes across HR, IT, Finance, Facilities, and other shared service functions. The consultant will work closely with business stakeholders to analyze requirements, configure solutions, optimize workflows, and drive digital transformation initiatives.

Key Responsibilities

• Gather, analyze, and document business requirements from stakeholders.
• Design and implement Enterprise Service Management (ESM) solutions and processes.
• Configure workflows, service catalogs, knowledge management, and case management solutions.
• Lead workshops, fit-gap analysis, and solution design sessions.
• Collaborate with cross-functional teams including HR, IT, Finance, and Operations.
• Develop functional specifications and support technical teams during development.
• Perform system testing, UAT coordination, and production deployment activities.
• Provide production support and continuous service improvement recommendations.
• Create project documentation, training materials, and user guides.
• Ensure compliance with organizational policies, security standards, and best practices.
• Support integrations with third-party applications and enterprise platforms.
• Drive adoption of automation and self-service capabilities to improve user experience.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
• 5+ years of experience in Enterprise Service Management implementations.
• Strong understanding of service management frameworks such as ITIL.
• Experience with ServiceNow, SAP SuccessFactors ESM, Jira Service Management, BMC Helix, or similar platforms.
• Experience in business process mapping and workflow automation.
• Strong stakeholder management and communication skills.
• Excellent analytical and problem-solving abilities.
• Experience working in Agile and Waterfall project methodologies.

Preferred Qualifications

• ITIL Foundation/Intermediate Certification.
• ServiceNow Certified System Administrator or relevant platform certifications.
• Experience in HR Service Delivery (HRSD), Employee Central, or Shared Services environments.
• Knowledge of AI, chatbots, virtual agents, and automation tools.
• Experience in global implementation and support projects.

Technical Skills

• Workflow Design & Automation
• Knowledge Management
• Case Management
• Incident, Request, and Change Management
• System Integrations (APIs, Middleware)
• Process Improvement & Governance

Soft Skills

• Strong customer-focused mindset
• Excellent presentation and communication skills
• Leadership and mentoring capabilities
• Stakeholder and vendor management
• Problem-solving and decision-making skills
• Requirement Gathering Documents
• Functional Design Specifications
• Process Flow Diagrams
• Configuration Workbooks
• Test Scripts and UAT Sign-off
• Training Documentation
• Hypercare and Transition Support

Sample Resume Bullet Points

• Led end-to-end ESM implementations across HR, IT, and Finance functions, improving service delivery efficiency by 30%.
• Designed and deployed automated workflows, reducing manual effort and processing time.
• Managed stakeholder engagement and requirement workshops with global business teams.
• Configured service catalogs, case management, and approval workflows to enhance employee experience.
• Delivered reporting dashboards and KPI monitoring solutions for operational excellence.

At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment.We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale.

Our Hyperlearning workplace is grounded upon four principles

• Flexible work arrangements, Free spirit, and emotional positivity
• Agile self-determination, trust, transparency, and open collaboration
• All Support needed for the realization of business goals,
• Stable employment with a great atmosphere and ethical corporate culture