Technical 4Me Consultant - Permanent

£75,000 | Berkshire | Permanent

InterQuest

Posted 12 days ago

InterQuest

Technical 4ME Consultant - Midlands/South East UK - Hybrid working up to £70k base + 10% bonus and car allowance

This is a key customer-facing role for our client's 4me technical project engagements so you'll need strong customer-facing skills and a sound technical understanding of ITSM platforms, with the ability to undertake standard 4me setup and configuration.

You'll need to understand and deliver against an agreed Statement of Work, engage directly with Customers, Customer key stakeholders and customer administrators to deliver, configure, coach, and oversee all aspects of the project from commencement through to successful completion. Leading and delivering the project from workshops through to go-live, the Consultant would guide the Customer in how to leverage the out of the box process capability, while delivering a solution that is consistent with the Customer's strategic goals. Unlike most other ITSM platforms, the ITSM delivery engagements would be less focused on customisations and rather focused on service definition and setup.

Main responsibilities
- Support sales of software and services through demonstrations, Proof of Concepts, and customer presentations
- Discover and understand customer current state environment from a process and technical perspective
- Lead 4me Awareness session to provide platform and process capability and provide customer readiness for up-coming workshops
- Lead extensive Service Catalogue workshop - this is the key workshop, through which the consultant must impart the service-centric approach of 4me, a in depth understanding of the service concept within 4me and guide customer in service definition requirement
- Educate customers in best-practice process and operations
- Customer liaison and advocacy
- Standard 4me platform set up: Azure/AD, email, account design
- Configure, coach and guide in service catalogue and associated element set up and creation
- Lead and participate in testing and UAT support
- "Train-the-trainer" training and knowledge transfer
- Prepare technical documentation as specified in customer contracts and as internally required
- Assists in the generation of project collateral (slide decks, data gathering spreadsheets etc.)
- Support the development, innovation and growth of services delivered
- Deliver a positive and value-add experience for our Customers in every interaction
- Be commercial aware throughout engagement and identify future opportunities
- Establish credibility at all levels with Customer and build problem-solving partnerships with clients and colleagues
- Support and guide more junior colleagues

Qualifications & Skills
The Consultant will require in-depth understanding of out of the box functionality:
- Self-Service - how to configure the portal for customer's branding and imagery
- Virtual Agent
- Service Portfolio & Catalogue Management - Lead a workshop to deliver a definition of a service catalogue within the customer environment and obtain detailed understanding of the services to be defined and deliver and coach service catalogue and related and supporting elements: knowledge, broadcasts, standard requests, UI extensions, workflows, coverage.
- Service Level Management - Define and coach the configuration of standard SLAs per service
- Service Asset & Configuration Management - through data import or standard integration
- Guide in out of the box capability for
o Request Fulfilment & Incident Management
o Knowledge Management
o Problem Management
o Release & Deployment Management
o Project & Portfolio Management
o Time Tracking
- Creation of workflows to support Change (workflow) Management
- Reporting - Provide coaching in out of the box reports and dashboards
- Standard Integrations - Full understanding of integration opportunities

Essential
- Knowledge in IT Service Management, Service Management, and ITIL
- 2-5 years in a consulting position, delivering software implementation engagements
- Experience in 4me covering the areas above
- ITIL Foundation certified (V3 or v4)
- Knowledge of Javascript/CSS
- Excellent verbal and written communication skills
- Excellent interpersonal and negotiating skills, ability to enable collaboration
- Ability to work under pressure in a project-based environment
- Innovative and pro-active, able to work on own initiative and a problem solver
- Experience with ROI / value propositions for customers software implementations
- Ability to convey a strong presence, professional image, and deal confidently with complex technical problems
- Effective team player
- Willingness to travel
- Willingness to undertake SC Clearance

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.

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