ITSM Implementation Consultant

Location: 
North America
Salary: 
Competitive
Reports to: 
Managing Consultant
Reference : 
SAL-510
Closing Date: 
Friday, September 30, 2016
Skill Area: 
Professional Services
Department: 
Axios Global Services (AGS)

Core Values

  • Roll your sleeves up - Don't be afraid of or shy away from hard work
  • Create experts - Share knowledge and enable others;  Be a multiplier
  • Be honest, listen without defending
  • Always be learning - Evolve to greatness
  • Innovate, Innovate, Innovate:  Look for efficiencies & improvements   
 

Mission

This role works with our customers to guide them in the effective implementation of assyst to meet their business needs.   This includes all activities from planning workshops through customer technical training and hands on installation and configuration services in the customer environment. 

 
The ITSM Implementation consultant will work with customer contacts at all levels, from senior management through technical resources, listening to and understanding requirements, guiding them to the optimal assyst design to support these requirements and then working closely with the customer to help them implement assyst based on the agreed design.
 

Primary Job Functions

  • Work with customers to design an ITSM solution that supports their business requirements in an effective way.  Most of the design activity is expected to be onsite.
  • Provide a leadership role in guiding customers on effective solutions based on your industry experience.  This may include recommending phased approaches or different ways of doing things.
  • Facilitating design workshops and documenting the results of these meetings.
  • Provide training and support and mentoring to the customer’s administrators who will be responsible for configuring and supporting assyst.
  • Working with the customer resources to “build” their assyst system
  • Creating system documentation
  • Delivering technical solutions for customer projects when required.   Some consultants will have a primary focus on design, training and implementation support while working with technical consultants for that portion of the projects while others will do all portions of the projects.
  • Providing user training 
  • Additional functions that are not included in all projects but the consultant should be prepared for:
    o Creating process and procedure documentation for customers in 
    o In some cases work with Axios ITAM implementation teams to integrate the ITAM solution with the assyst CMDB and overall ITSM solution.

 

Industry Qualifications

  • Computing degree (BSc, MSc), or equivalent programming/system design experience 
  • 5+ years working in the ITSM or IT services/consulting industry
  • Prior administrative or implementation experience with Enterprise applications (ITSM preferred)
  • ITIL® V2 / V3 Foundations Certification preferred, ITIL® Practitioner or Service Manager a definite plus 


Skills and experience

Essential Desirable
Good written and verbal communications skills as well as interpersonal skills. Strong technical background with the ability to discuss architecture, hardware and software 
A strong technical mind with the ability to quickly extract, synthesize, and relay, key information from multiple sources without becoming overwhelmed. Windows and Linux administrative experience
Practical experience with relational databases: Microsoft SQL Server and/or Oracle Programming/scripting experience to support the technical areas of the implementation (VBScript, JavaScript or equivalent)
Ability to work quickly and accurately to meet tight timescales Practical experience with integrations a definite plus (i.e. Active Directory, email, systems management software)
Ability to take a methodical approach to activities such as system analysis and data structuring. Recent experience with report writing tools
The ability to quickly learn new concepts and technologies and convert them into customer solutions Strong project and time management skills, including handling multiple assignments from conception to completion simultaneously and on deadline. 
The ability to work independently with minimal supervision  The confidence, comfort and instinct required to interact with and drive consensus across multiple stakeholders, including executives. 
A Customer-oriented personality exhibiting professionalism and enthusiasm at all times Preference of home office within 30 minutes of a major airport
An analytical, detail oriented, approach and thought process Training delivery experience a definite plus
Flexibility and willingness to travel 50-75% of the time to customer locations in North America and potentially worldwide Project Management certification
Valid driver license and willingness to drive to customer sites as required (e.g. rental cars)  
Ability to work under pressure and be able to context-switch between projects as required  
Proven track record of successful projects (on time within budget), with references  
 

Accountabilities

KPI TARGET
Extra projects on schedule 90% or higher
Tech Project on Target For each Project
Admin Duties On Target 90% or higher
Training on Target (10% movement per quarter) 90% or higher
Customer Satisfaction Stats 90% or higher
Utilization Stats 75% or higher
Maintain Competencies 90% or higher
Maintain Core Values 90% or higher
Soft Skills Meets/Exceeds
 

Key Competencies

Category Competencies Definition
Intellectual Intelligence Ability to acquire understanding and absorb information rapidly. A quick study
Intellectual Analysis Skills Identifies significant problems and opportunities. Analyzes problems and people in depth. Sorts the wheat from the chaff, determining root causes.
Personal Resourcefulness/Initiative Passionately finds ways over, around or through barriers to success. Achieves results despite lack of resources. Goes beyond the call of duty. Shows bias for action.
Personal Organization/Planning Plans, organizes, schedules and budgets in efficient, organized manner. Focuses on key priorities.
Interpersonal Customer Focus Monitors client satisfaction (internal or external). Establishes partner relationships with clients. Visible and accessible to clients
Interpersonal Communications - Oral Communicates well one on one, in small groups and public speaking. Fluent, quick on feet, command of language. Keeps people informed.
Interpersonal Communications - Written Writes clear, precise, well organized documents using appropriate vocabulary, grammar and word usage.
 
 

Email

recruitment@axiossystems.com

Phone

+44 (0) 131 220 4748

Fax

+44 (0) 131 220 4281

 

By submitting your information for career opportunities, you automatically provide your consent for your details to be viewed by HR and hiring managers who may be outside your country of residence. We will not pass your details to anyone outside Axios without your explicit consent. Please refer to our Privacy Policy for more information.