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).
- Strong hands-on SAP Service Cloud V2 configuration experience.
- 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. If you are looking for new opportunities, send your profile at
[email protected].
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Zone IT Solutions is an equal prospect 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.
📌 SAP ESM Consultant (Sydney)
🏢 Zone IT Solutions
📍 Sydney