HaloITSM Consultant

Role Overview

HaloITSM Consultant

Core Responsibilities

Platform Configuration

8+ Halo Technology implementations

. Configure Incident, Request, Problem, Change, CMDB, Asset Management

. Build automation logic, SLAs, approvals, escalations & routing workflows

. Create dashboards, forms, catalogues, reporting and user/group permissions

Process Consulting

. Analyse client ITSM processes and map into Halo implementation design

. Recommend improvements aligned with ITIL best practices

. Prepare solution blueprint, configuration specs and migration structure

Technical & Data Work

. Manage data imports, bulk loads, CMDB structuring and validation

. Support integration with AD, Monitoring, Telephony, HRMS, third-party systems

. Handle UAT cycles, release changes and configuration refinements

Training & Hypercare Support

. Conduct training for Service Desk, Process Owners and Admin teams

. Provide post-go-live support, issue resolution & stability monitoring

. Recommend ongoing optimisation and platform improvement roadmap

Required Expertise

. Minimum 2+ years hands-on HaloITSM implementation experience

. 8+ years total work experience in ITSM/Service Desk/Infrastructure domain

Mandatory - Completed at least 8 Halo implementations

. Strong understanding of ITIL lifecycle, asset/CMDB structure & SLA models

. Strong communication, client interaction and documentation abilities

Performance Measurement

. UAT completion & production stability

. Service desk efficiency gains (MTTR/MTTA/etc.)

. Successful adoption of workflows post rollout

. Integration & automation consistency over time