We are seeking a skilled ITSM configuration specialist to join our growing team. Leading Freshworks platform deployments. This is an implementation role that is on the keyboard configuring the platform based on previously discovered customer requirements and design. The ideal candidate will have a strong implementation 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's stated outcomes
RESPONSIBILITIES
Develop strong relationships with Design Consultant as well as customer counterparts as
necessary to understand the implementation blueprint and customer's vision and how the
platform integrates in its digital transformation journey.
Interact with customer's architecture personnel (enterprise and solution) to:
- Analyze architectural blueprint that outlines solutions to deploy customer's business objectives.
- Position ITSM platform as the system of action to enable the integrated digital transformation roadmap.
- Drive solid platform health by reviewing and guiding the 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 deployment 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 (Professional).
Technical consulting Experience:
- 5+ years of experience in technology consulting roles working with top-tier SaaS solutions providers
- 5+ years of OEM Software or Cloud Company solutions implementations.
Experience working with functional business leaders to:
- Identify business objectives and develop outcome-focused roadmaps.
- Guide large Consulting/SI organizations.
Large Program Experience:
- 3+ years large program experience leading Platform deployments.
- Enterprise or System Admin role and/or relevant experience.
- Security, integrations, configuration management
Cloud Application Technology Experience:
- Experience in implementation of one or more cloud-based systems such as
- ServiceNow, Salesforce, Workday, Amazon Web Services (AWS), Azure, or
- Oracle Cloud.
- 1-2 years of ServiceNow Platform Experience is desired but not required.
- Cloud platforms experience desired.
- Familiarity with Enterprise Platforms.
- Respond to various functional and technical customer questions and requirements as well as performing complex configuration 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.
- Self management will be appreciated