Profile

We are looking for a highly proficient product expert of the MSM product suite (of ITSM), to manage and deliver product configuration services for customers and clients as a member of the Professional Services project delivery team. In an primarily office based but client interfacing role, the configuration consultant will work with clients as a technical lead and product expert, assisting and validating the solution architecture related to specific technical areas. This expert will own the technology solution throughout the software development lifecycle from preferred vendor status through to preparation for implementation and on-going 3^rd line support.

The role encompasses a blend of software implementation, configuration and integration skills related to business and technical pre/post sales consultancy as a key member of the project delivery team, with joint responsibility for ensuring customer satisfaction through successful delivery of high quality innovative solutions and excellent services.

Work Activities & Key Responsibilities

• Responsible for solution from pre-sales through post-sales support; including gathering technical requirements, creating technical solution architecture and integration capabilities, project estimates and build/implement/on-going 3^rd line support
• Interact with clients to understand their technical requirements
• Provide system configuration and implementation guidance to customers / partners when required.
• Review and recommend changes to existing configuration procedures
• Advise documentation department of changes in configuration policies and procedures and other technical documentations
• Be prepared to travel or work on customer / partner site when required in a technical capacity
• Create business and technical requirements documentation from customer requests, that developers can use to create applications that support the functional, technical and visual requirements, conduct analysis of the existing system. Requirements documentation needs to be precise, logical in layout, capture the expected user experience.
• Liaise with other technical areas in IT Services to gather, clarify and define requirements.
• Any other tasks as required to meet the needs of the role

This is not an exhaustive list, and will be subject to review on a regular basis, to meet the needs of this new and developing role

Skills and competencies:

• Excellent communication skills both written and verbal as there will be a requirement to interface with and produce technical documentation in an accessible way for various end users
• Unrivalled working knowledge and application of the product suite
• Confidence to present to individuals and groups both face to face and using online webinar tools
• Excellent organisational and planning skills with ability to manage own work and meet deadlines
• Meticulous attention to detail
• Proven team player with the ability to work within project teams (both internal and customer).
• Quick learner as you will be required to learn new applications and functionality
• Ability to work effectively on multiple projects at the same time and turn abstract concepts into business solutions

• A can -do attitude with a passion for delivering best practice ITSM solutions
• Ability to work under pressure, think quickly and deliver to tight deadlines
• Strong personal integrity, conscientiousness with initiative

Previous Experience:

• Proven client facing experience in product configuration, integration and customisation of ITSM (or equivalent) tools is requisite

• Proven experience of managing customer expectations to deliver business solutions  
• Prior experience in articulating and conveying technical concepts to a mixed audience.
• Experience in providing creative solutions to business problems and working with IT Service Management / ITIL processes
• Proven service desk or consulting skills as the successful individual will be expected to work with the customer to understand their requirements, build relationships, manage expectations and advise based on good practice and experience.
• Fully conversant with the MSM tool and its USP’s in order to portray the Antal Client as the platform of choice
• Good understanding of Internet, Intranet, Extranet, client/server architectures and operating systems and their dependencies and implications
• Previous experience with SQL Server, MySQL or Oracle is preferable
• Experience of technical documentation

Qualifications & Technical Experience:

A solid technical foundation in Microsoft.Net platforms (Windows Server, SQL Server, IIS, Exchange and Active Directory) is requisite. Prior experience in Web Services, ASP.Net and C# is a distinct advantage though not mandatory. The successful candidate must however possess a solid understanding of ITSM and ideally possess an ITIL V2, V3 or 4 foundation certification. Working knowledge of project management is desirable.