SAP Enterprise Service Management (ESM)
Core
Solution Owner for SAP Employee Service Management (ESM) implementing ticketing platforms for HR services.
Role type
Senior SAP ESM Solution Owner
Builds
Ticketing platform for HR services
Domain
HR Shared Services / Enterprise Service Management
Required skills
SAP ESM implementation, ticketing platform architecture, workflow design, routing logic, automation, SLA monitoring, queue management, HR service delivery models, Lean/Six Sigma
Preferred skills
Team leadership, cross-functional stakeholder management
Technologies
SAP ESM
Responsibilities
Act as Solution Owner for SAP ESM and related platforms; Understand and articulate ESM functionality including workflows, routing logic, automation, and integration; Collaborate with HR Services, CoEs, Digital HR, and IT to support implementation; Identify and support automation opportunities and process standardization; Drive continuous improvement based on service insights; Support ongoing enhancement and adoption of SAP ESM capabilities.
