2 positions:

ESM Product expert

Duration: 3-6 months

Must have

- ESM (Enterprise Service Management)

- Design and operationalize cross‐functional service request, catalog, and knowledge processes.

- Model SLAs/OLAs, escalation policies, service catalogs, and knowledge bases; integrate with Service Cloud v2 and, where applicable, Field Service Management.

- Align to ITIL/ITSM/ESM valuable practices (incident, request, problem, change; service portfolio and service level management).

Need knowledge in below areas:

- BTP Development and Extensibility

- Build side‐by‐side extensions using SAP BTP (Cloud Foundry/Kyma), SAP CAP/Node.js/Java, and Fiori elements/UI5.

- Implement security and identity with SAP IAS/IPS, OAuth2/OIDC, XSUAA, and destination/service bindings.

- Establish CI/CD pipelines (Transport Management, CI/CD service, GitHub/GitLab), logging/monitoring (Cloud ALM), and cost governance.

- Integration Architecture and Delivery





- Design and implement integrations with SAP Integration Suite (Cloud Integration, API Management, Event Mesh/Advanced Event Mesh).

- Deliver both real‐time APIs (REST/OData/ODP) and event‐driven patterns; manage error handling/retries, monitoring, and alerting.

- Integrate with SAP Applications as needed.

- SAP CX Sales Cloud & Service Cloud v2

- Configure Sales Cloud v2 (Accounts/Contacts, Lead/Opportunity, Sales Activities, Territory/Quota, Forecast).

- Configure Service Cloud v2 (Case/Ticket, Knowledge, SLAs/Entitlements, Omnichannel routing, Service levels).

- Set up data models, page layouts, workflows/approvals, business rules, life cycles, and analytics; manage data migration and synchronization.

- Implement extensibility via custom objects, OData/REST APIs, event notifications, and BTP side‐by‐side apps.

📌 ESM Product expert (India)
🏢 MSITEK
📍 India