SAP ESM

Job Description: 

1. Role Overview
We are seeking highly experienced SAP Enterprise Service Management (ESM) Consultants to
support a large-scale, multi-country global transformation program spanning 16+ countries. The
consultant will lead the design, configuration, and deployment of SAP ESM capabilities across
multiple business functions, ensuring harmonized service delivery, workflow automation, and
cross-functional integration.
This role requires deep hands-on expertise in SAP Service Cloud / CRM, SAP BTP, SAP Build
Process Automation, and integration with S/4HANA and SuccessFactors. The consultant will
collaborate with global process owners, architects, and country teams to deliver a unified
enterprise service experience.

2. Key Responsibilities
A. Solution Design & Architecture
• Lead end-to-end design of SAP ESM service processes, including case management,
service catalogs, SLAs/OLAs, routing, and escalation models.
• Define global templates and localization requirements for 16+ countries.
• Architect cross-functional workflows using SAP BTP, SAP Build Process Automation, and
Integration Suite.
• Ensure seamless integration with S/4HANA (FI, MM, PM, HR), SuccessFactors, and
non-SAP systems.
B. Configuration & Implementation
• Configure SAP Service Cloud / CRM for enterprise service processes.

• Set up omnichannel service capabilities, knowledge base, and service portals.
• Build automated workflows, forms, and approvals using SAP Build.
• Support data migration, cutover planning, and deployment activities.
C. Stakeholder & Project Management
• Work closely with global process owners, country SMEs, and IT leads.
• Conduct workshops, requirement gathering, fit-gap analysis, and solution walkthroughs.
• Provide expert guidance on best practices, governance, and service delivery models.
• Support UAT, training, documentation, and hypercare.
D. Quality, Compliance & Governance
• Ensure adherence to global template governance and change control.
• Validate solution compliance with enterprise security, data privacy, and audit
requirements.
• Drive continuous improvement and optimization of service processes.

3. Required Skills & Experience
A. Core Mandatory Skills
• 10+ years of SAP consulting experience.
• Minimum 2 end-to-end SAP ESM implementations (must have).
• Strong expertise in:
o SAP Service Cloud / CRM
o SAP BTP (Workflow, Integration Suite, Extensions)
o SAP Build Process Automation
o Service catalogs, case management, SLAs, routing
• Experience in global template design and multi-country rollouts.

B. Integration & Cross-Functional Skills
• Hands-on experience integrating ESM with:
o SAP S/4HANA (FI, MM, PM, HR)
o SAP SuccessFactors (HR service delivery)
o Non-SAP systems via BTP
• Understanding of enterprise IAM, security roles, and access governance.

C. Soft Skills
• Strong communication and executive-level presentation skills.
• Ability to work with global stakeholders across time zones.
• Excellent problem-solving, analytical, and documentation skills.
• Comfortable working in a fast-paced, multi-country program environment.

4. Preferred Qualifications
• Experience in large global transformation programs (10+ countries).
• SAP certifications in Service Cloud, BTP, or Integration Suite.
• Exposure to HR service delivery, shared services, or ITSM/ESM frameworks.
• Experience with Agile delivery models.

5. Work Location
Onshore USA (Remote) – 1 Position
• Must be based in the United States.
• Expected to collaborate with global teams and lead design workshops.
Offshore India (Remote) – 1 Position
• Must be based in India.
• Expected to support build, configuration, testing, and offshore delivery streams.