_{16th September, 2026}

About the Role 
The experienced Senior SAP Service Cloud V2/SAP ESM Consultant will be a subject matter expert, with a proven track record delivering customer service, case management, service operations, and field service solutions.
 
The consultant will lead business workshops, facilitate requirements gathering sessions, define solution architecture, configure SAP Service Cloud V2, and provide functional leadership throughout the design, build, testing, and deployment phases of the project.
 
This is a client-facing role requiring strong consulting skills, stakeholder management capabilities, and deep functional expertise.
 
Key Responsibilities
Business Analysis & Discovery

• Lead client workshops to understand current and future state business processes.
• Facilitate requirements gathering sessions with business and technical stakeholders.
• Analyse business requirements and translate them into solution designs.
• Identify process improvement opportunities and recommend SAP best practices.
• Document functional requirements, user stories, process flows, and solution designs.

Solution Design

• Design end-to-end SAP Service Cloud V2 solutions aligned to business objectives.
• Define solution architecture covering case management, service request management, customer engagement, knowledge management, and service operations.
• Lead fit-to-standard and fit-gap workshops.
• Provide guidance on integration requirements and solution dependencies.
• Ensure solution designs align with SAP best practice and project governance standards.

 
SAP Configuration & Functional Leadership

• Configure SAP Service Cloud V2 to support business requirements.
• Configure organisational structures, business roles, workflows, business rules, queues, and service processes.
• Define and configure customer service and case management capabilities.
• Configure service request lifecycles, notifications, escalation processes, and work assignment rules.
• Support integration design and validation with SAP S/4HANA and other enterprise applications.

Delivery & Testing

• Support solution build and deployment activities.
• Prepare functional specifications and configuration documentation.
• Develop and execute test scenarios and support User Acceptance Testing (UAT).
• Assist with defect analysis and resolution.
• Support cutover planning and go-live readiness activities.

Stakeholder Management

• Engage with business leaders, process owners, architects, and project teams.
• Provide trusted advisor guidance on SAP Service Cloud capabilities.
• Present solution options and recommendations to both business and technical audiences.
• Support change management and business adoption activities.

Knowledge Transfer

• Conduct training workshops for business users and support teams.
• Develop training materials and operational documentation.
• Mentor client teams and provide ongoing functional knowledge transfer.

 
Skills/Experience 

• Minimum 7+ years SAP consulting experience.
• Minimum 3+ years implementing SAP Service Cloud V2 and/or SAP Enterprise Service Management solutions.
• Demonstrated experience leading discovery workshops and requirements gathering sessions.
• Proven experience architecting enterprise service management and customer service solutions.
• Hands-on configuration experience within SAP Service Cloud V2.
• Experience producing functional specifications and solution design documentation.
• Strong stakeholder engagement and facilitation skills.
• Experience supporting testing, deployment, and hypercare activities.
• Excellent written and verbal communication skills.

Functional Expertise

• Case Management
• Service Request Management
• Customer Service Operations
• Omnichannel Customer Engagement
• Knowledge Management
• Work Queues and Routing
• Service Level Management
• Business Rules and Workflow Configuration
• Service Process Automation
• Customer and Contact Management
• Integration with SAP S/4HANA
• Reporting and Analytics

Desirable Experience

• SAP Service Cloud V2 Certification.
• SAP Customer Experience (CX) implementation experience.
• SAP Enterprise Service Management (ESM) implementation experience.
• Utilities, asset-intensive industry, or field service experience.
• Experience working in Agile delivery environments.
• Experience working on large enterprise transformation programs.

Personal Attributes

• Strong workshop facilitation skills.
• Excellent consulting and stakeholder management capability.
• Strong analytical and problem-solving skills.
• Ability to influence and guide business decisions.
• Self-motivated and outcome-focused.
• Ability to work effectively across business and technical teams.

 
WHO WE ARE 
Kirra Services is a leading provider of IT services and recruitment personnel, headquartered in Canberra, ACT. Award-winning winners of the Seek SARA 2025 Small Recruitment Company of the Year, we partner closely with a range of Federal Government agencies and are continuously seeking talented professionals to join our growing team.  
 
Kirra Services is proudly SupplyNation Certified and majority Indigenous-owned. We are committed to creating opportunities for all Australians and strongly encourage Aboriginal and Torres Strait Islander candidates to apply for all roles. 
 

Apply For Job