Technology Consultant - ITSM / ESM

At BearingPoint, we’re always looking to strengthen our business by adding the best available people to our team. We’re currently seeking an ITSM Consultant to work closely with our global distributed team in driving the adoption, optimization, and iteration of related ITSM technology platforms, leveraging multiple integrations and technologies. The ideal candidate will have at least three years of experience with implementations of customer projects. Using their consulting expertise, problem-solving ability, and creative flair, the consultant will design, build, deliver, and maintain (where applicable) our clients ITSM ecosystem. The consultant will also help develop business requirements, specifications, process flows, application design, and configuration, along with testing and deployment.

Objectives of this role

• Design, operate, and integrate ITSM based solutions to enable efficiencies in key areas of the business
• Provide coaching in best practices for ITSM administration and implementation to enhance user experience
• Use Technology platform automation to streamline internal processes of our clients
• Manage multiple stakeholder engagements and work with relevant team members to learn project requirements, facilitate process analysis sessions, and develop technology solutions
• Identify project issues and risks, and present alternatives for alleviating or resolving them
• Work with a global delivery team to drive successful quality outcomes for our clients

Responsibilities

• Design, build, and deliver tailored solutions for the business using Freshworks and other connected technologies
• Support in the definition of user requirement generation with key product owners through workshops, requirement gathering sessions and 1-1 engagement with key stakeholders
• Support continued build-out of key reports and dashboards, data administration, and integrity upkeep (where required)
• Recommend new features and improvements to optimize and increase use of the platform
• Provide feature specifications and help maintain overall documentation for the business
• Adhere to and promote best practices, and design the guidelines for security procedures

Required skills and qualifications

• 1-3 / Three or more years of experience with technical implementations
• Experience with Freshworks, Zendesk, Topdesk, ServiceNow or other ITSM related technologies advantageous.
• Consulting experience
• Background in CRM, ITSM, ITAM or ITOM process design and implementation
• Experience with enterprise integration tools and ETL (extract, transform, load) tools
• Strong presentation and communication skills
• Proven track record of project delivery
• Comfortable working remotely / at client as per project requirement
• Flexibility to travel internationally (when needed)