Hace 4 sem
ITSM Design Consultant
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We are seeking a skilled ITSM Design consultant to join our growing team. Leading platform design, business value identification, road mapping, as well as, advising and defining successful execution strategies including governance frameworks, best practices around instance strategy, technical governance, core data, integrations, and the overall health of the platform. This is a highly consultative
role that does not perform configuration on the platform, but instead guides both partner and customer resources to achieve stated goals. The ideal candidate will have a strong design background in one or more of these platforms: Service Desk, CRM, and/or workflow automation platforms preferably with Freshworks, or with alternative solution such as ServiceNow, BMC, SFDC, SysAid, ZenDesk, TopDesk, EasyVista, Serviceaide, Manage Engine, Atlassian, Hubspot, Zoho, Monday, SAP, Ivanti, Cherwel, among others.
Fluency in English, work 100% remote, candidates must reside in Mexico and be able to work in multiple US based time zones with a passion for delivering high-quality solutions to enhance customer stated outcomes.
RESPONSIBILITIES
-Develop strong relationships with customer's architect counterpart as necessary to understand the customer's vision and how the platform integrates in its digital transformation journey.
-Translate business objectives to outcomes through a visual customer design roadmap.
-Interact with customer's architecture personnel (enterprise and solution) to:
-Drive solid platform health by reviewing and guiding the remediation of configurations and customizations that do not align to ITSM leading practices.
-Work with clients and the ITSM Platform teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support.
-Advocate/champion ITSM Platform advisory leading practices and industry use cases with clients.
-Guide a customer down a prescriptive solution design and manage through the technical implementation decision points.
-Define solutions across the platform that align to agreed capabilities.
QUALIFICATIONS
-Bachelor's degree in computer science, Engineering, or a related field.
-Fluent in English.
-Technical consulting Experience
-Experience working with functional business leaders to:
-Large Program Experience
-Enterprise Architecture Experience
-Cloud Application Technology Experience
-Respond to various functional and technical customer questions and requirements as well as performing complex workflow analysis and in-depth examinations of the interaction between ITSM Platform and the customer's infrastructure.
-Ability to learn new technologies as the need arises.
PREFERRED SKILLS
-Experience with ITSM, Service Desk, CRM, and customer support systems.
-Knowledge or certification on any Freshworks product such as Fresh Desk & Fresh Service is preferred, but not required.
-Knowledge of web development frameworks.
-Familiarity with version control systems (e.g., Git).
-Effective communication and interpersonal skills.
ID: 19066956