ESM Ticket _HRSS

• Hybrid working model based in Pune.
• Shift timing: 11:00 AM to 8:00 PM.
• Minimum 7 years of relevant experience required.
• Strong focus on SAP Employee Service Management (ESM) and HR service delivery operations.
• Opportunity to contribute to process improvements, automation initiatives, and service excellence programmes.

• Manage the end-to-end lifecycle of HR service tickets within SAP Employee Service Management (ESM) and related platforms.
• Perform ticket triaging and categorisation to ensure accurate routing and timely resolution.
• Monitor ticket queues, service levels, backlog, inflow and outflow patterns to support operational effectiveness.
• Analyse ticket trends and identify root causes of recurring issues.
• Drive continuous improvement initiatives based on service insights and operational data.
• Collaborate with HR Operations, Centres of Excellence, Digital HR and IT teams to resolve systemic issues.
• Identify and support automation opportunities, process standardisation and service optimisation initiatives.
• Ensure high standards of data quality, governance and compliance within ticketing systems.
• Develop dashboards and reports to monitor key performance indicators, including ticket volumes, SLA adherence, first-time resolution and backlog management.
• Support the ongoing enhancement and adoption of SAP Employee Service Management capabilities.

• Minimum 7 years of experience in HR Operations, HR Shared Services, Employee Services or Service Management environments.
• Hands-on experience with SAP Employee Service Management (ESM), including case management, routing, reporting and service operations.
• Strong understanding of ticket lifecycle management, queue management, SLA monitoring and backlog management.
• Experience in triaging, categorisation and optimisation of service workflows.
• Ability to analyse operational data and translate insights into process improvements.
• Knowledge of HR service delivery models and shared services operations.
• Experience collaborating with cross-functional stakeholders across HR and technology teams.
• Understanding of Lean and/or Six Sigma methodologies.
• Team leadership experience is preferred.Strong communication, presentation and interpersonal skills.
• Based in Pune or willing to work from Pune in a hybrid work model.

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

• Opportunity to work on a strategic HR service management platform within a global organisation.
• Exposure to large-scale HR Operations and Shared Services transformation initiatives.
• Collaboration with HR, Digital HR, IT and business stakeholders across multiple functions.
• Ability to influence service excellence, operational efficiency and employee experience outcomes.
• Hybrid working environment that supports flexibility and collaboration.
• Opportunity to contribute to process improvement and automation programmes.

• Advanced SAP Employee Service Management (ESM) platform capabilities.
• HR service operations analytics and reporting.
• Service management governance, SLA management and performance measurement.
• Process optimisation methodologies and continuous improvement practices.
• Cross-functional stakeholder engagement and organisational collaboration.
• Automation identification and service transformation approaches within HR Operations.

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

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