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) .

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 versatile, 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.

Zone IT Solutions is an equal opportunity 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