Job
Description
Detailed Job Description The Service Desk Transformation Consultant will deliver technical and functional consultancy during tools/platform implementations. They will also be responsible for driving Business Development by participating in RFPs and providing transformation-related solutions. The candidate should have excellent written, verbal, and presentation skills. They should also be well-versed with Service Desk and End User Computing scope. Work Experience 8 - 10 years of experience in IT Service Desk Prior consulting and automation experience is a must Presales/solution experience will be an added advantage Prefer trained, certified, and hands-on experience in automation on platforms like ITSM (SNOW, Remedy), Chatbots, RPA, Nextthink/SysTrack, AppDynamics, and other digital experience monitoring tools Experience with Generative AI (GenAI) models, Machine Learning (ML), Natural Language Processing (NLP), and other AI frameworks Roles and Responsibilities Analyzing data trends (ITSM dump, call records, volumes) and identifying opportunities for automation and expanding additional scope through shift-left strategies Manage end-to-end implementation of tools/platforms (ITSM, chatbot, IIVR, RPA, Self-Service) with development teams and vendors. Candidate should have a general awareness of technical requirements and should assist development teams from a functional point of view (providing use cases, etc.) Creating As-Is and To-Be workflows for identified use cases Development of formal written sales proposals and RFP responses (word/ppt) Deliver product presentations and demonstrations, and provide support at external and internal customer-facing events Present and differentiate product offerings at a technical level from the competition Build custom demonstrations and deliver Proof Of Concepts (POC) in coordination with other supporting teams i.e., Automation, Analytics, and Partner Alliances Compare competitive products to specify the most advantageous solutions for customers and take a leading role in specifying technical solutions and writing proposals and tender responses Design and implement AI-driven solutions, focusing on enhancing automation processes and user interactions Collaborate with data scientists and AI experts to integrate GenAI and other AI technologies into service desk operations Continuously evaluate the performance of AI models and recommend improvements for higher accuracy and efficiency Skills, Qualifications & Experience ITIL Practitioner with experience in Tools and Technology deployment, project management, and customer-facing experience Proven Technical and IT Services implementation experience, with an in-depth understanding of ITSM Tools, Technologies, Frameworks, and Standards Good commercial acumen with excellent presentation and demonstration skills, with an ability to explain and present technical solutions Strong understanding of AI technologies, including GenAI, ML, and NLP Ability to collaborate with cross-functional teams and effectively communicate AI concepts to non-technical stakeholders
