ESM Solution Consultant

Role Summary

We are looking for a customer-facing Functional Solution Consultant to lead discovery, solution design, and demonstrations across enterprise functions, including Finance, HR, ITSM, Facilities, and Legal.

This role bridges business needs and platform capabilities — translating stakeholder requirements into configurable, scalable solutions on modern Enterprise Service Management (ESM) platforms. You will produce acceptance-ready deliverables and ensure a smooth transition to implementation teams.

Core Responsibilities

- Lead discovery workshops and stakeholder interviews to understand processes, challenges, and requirements
- Design end-to-end service workflows, including request catalogue items, approval chains, SLAs, KPIs, and knowledge structures
- Build and deliver tailored demos, prototypes, and proofs-of-concept on ESM platforms such as Service Now or ServiceX
- Produce high-quality documentation: process maps, user stories, acceptance criteria, configuration guides, and solution design documents
- Define integration needs (HRIS, payroll, identity/SSO, finance tools, facilities systems) and collaborate with technical architects
- Maintain stakeholder alignment, manage scope priorities, and translate business needs into backlog items
- Support UAT cycles by validating requirements and acceptance criteria
- Contribute to early-stage change management and training enablement
- Apply domain best practices and reusable patterns to accelerate solution delivery
- Capture and document non-functional requirements including security, privacy, and performance
- Support pre-sales activities such as demo storytelling, capability presentations, and RFP inputs when required

Must-Have Skills & Experience

- 4–8 years of functional experience in ESM, ITSM, or HR Service Delivery implementations
- Strong workshop facilitation, requirement gathering, and demo presentation skills
- Hands-on experience configuring service catalogs, workflows/flows, forms, approvals, and knowledge bases
- Working knowledge of HR processes (onboarding, offboarding, case management), Finance service requests, ITSM processes (incident, change, CMDB basics), and Facilities/Legal intake
- Ability to write clear user stories, acceptance criteria, process documentation, and solution design artifacts
- Understanding of system integrations (REST APIs, SSO, SAML, OAuth)
- Awareness of data privacy principles (PII, GDPR) and role-based access controls
- Strong communication skills with the ability to engage diverse business stakeholders

Preferred Experience

Experience with one or more enterprise ESM/ITSM platforms such as:

- Service Now
- BMC Helix
- SymphonyAI
- Zoho
- Cherwell
- Fresh service