Senior ITSM Software Implementation Consultant
hace 3 días
Tampa
About the opportunity Process Panda is looking for an experienced Senior Implementation Consultant to help lead the delivery of modern IT service management and workflow automation solutions for our growing US customer base. This is a senior, hands-on consulting position combining customer engagement, solution design, platform configuration, implementation leadership, and mentoring of other consultants. We are looking for someone who has already built a successful career implementing enterprise technology solutions and is ready to take greater ownership of customer outcomes, influence delivery approaches, and help develop a growing professional services practice. You may currently be a Senior Consultant, Implementation Lead, Technical Consultant, Solution Architect, or Consulting Manager within a software vendor, implementation partner, or technology consulting organization and ideally have a strong understanding of IT Service Management principles and practices. What matters most is your ability to understand complex business requirements, design practical solutions taking into account the customers infrastructure environment, lead successful implementations, and establish credibility with both technical and business stakeholders. This is NOT a software development position nor a formal project management role. It is a customer-facing consulting and implementation leadership role where you will remain actively involved in solution design, configuration, and delivery. What you'll do Lead customer implementations • Take ownership of ITSM and enterprise service management implementations, from initial discovery and requirements gathering through configuration, testing, go-live, and transition to support., • Lead customer workshops to understand business processes, the customers technical environment, operational challenges, requirements, and desired outcomes. ITIL experience is preferred., • Translate business requirements into practical solution designs using modern ITSM and low-code SaaS platforms., • Design and configure workflows, service catalogues, forms, approvals, automation, reporting, and integrations., • Guide customers on ITSM best practices, process improvement, and the effective use of platform capabilities., • Identify opportunities to simplify processes and challenge requirements where a better solution exists., • Manage the technical and functional aspects of implementations, ensuring solutions are delivered to a high professional standard. Provide implementation leadership • Lead the day-to-day delivery of customer implementations, coordinating consultants, customer stakeholders, and technical resources., • Establish clear implementation priorities, deliverables, responsibilities, and milestones., • Monitor delivery progress, identify potential risks or obstacles, and take ownership of resolving issues., • Manage customer expectations and communicate effectively with stakeholders throughout the implementation lifecycle., • Maintain control of implementation scope, recognize changes in requirements, and support appropriate change management., • Work closely with project management and professional services leadership to ensure successful and commercially responsible delivery., • Support estimation, statement of work development, and the assessment of implementation effort. Mentor and develop consultants • Provide technical and functional guidance to other consultants working on customer implementations., • Review solution designs and configurations to maintain consistent delivery quality., • Support consultants in resolving complex requirements, technical challenges, and customer issues., • Share knowledge, establish reusable implementation approaches, and contribute to the development of delivery standards., • Help develop the confidence, consulting skills, and implementation capabilities of less experienced team members., • Promote a collaborative, accountable, and customer-focused consulting culture. Contribute to solution design and presales • Participate in customer discovery sessions and technical discussions with prospective customers., • Help demonstrate how modern ITSM and enterprise service management platforms can address business challenges., • Provide input into solution approaches, implementation estimates, and proposed services., • Identify potential delivery risks, dependencies, and complexity before commitments are made., • Work with sales and professional services colleagues to ensure proposed solutions are achievable and aligned with customer needs. What you bring We are seeking an experienced consultant with a strong combination of technical capability, business understanding, professional judgment, and customer-facing confidence. Essential experience and capabilities • Significant hands-on experience implementing or consulting, ideally on enterprise ITSM, enterprise service management, or business workflow platforms., • A proven track record of leading customer implementations and taking responsibility for successful delivery outcomes., • Strong experience gathering requirements, facilitating workshops, designing solutions, and configuring SaaS platforms., • A practical understanding of IT service management processes, including incident, request, change, problem, asset, and service management., • Experience configuring workflows, business rules, service catalogues, forms, automation, dashboards, and reporting., • The ability to understand business requirements and translate them into scalable, maintainable, and commercially sensible solutions., • Confidence engaging with customer management, technical teams, business stakeholders, and senior decision-makers., • Strong analytical, documentation, communication, and problem-solving skills., • Experience coordinating the work of other consultants or technical resources within customer implementations., • The ability to work independently, exercise sound judgment, and take ownership of complex customer challenges. Highly regarded • Implementation experience with ServiceNow, HaloITSM, Ivanti, BMC Helix, Freshservice, Jira Service Management, or similar enterprise platforms., • Experience implementing ITSM solutions for mid-market or enterprise customers., • Experience extending ITSM platforms into HR service delivery, facilities management, or other enterprise service management applications., • Experience with integrations, APIs, data migration, identity management, and enterprise application connectivity., • Experience developing statements of work, estimating implementation effort, or contributing to presales., • Previous experience mentoring consultants or acting as a technical or functional team lead., • ITIL certification or a strong practical understanding of ITIL principles. Experience with Halo IT Service Management is an advantage, but not required. We recognize that strong consultants with experience in implementing other platforms can successfully transfer their knowledge and skills. The type of person who will succeed You will enjoy this position if you: • Are an accomplished consultant who still enjoys being hands-on with technology., • Can lead a customer workshop, design a solution, and work directly with the platform to make it happen., • Understand that successful consulting is about improving business outcomes, not simply implementing requested features., • Are comfortable challenging customer assumptions and recommending better approaches., • Can take responsibility for the moving parts of an implementation without needing to be a dedicated project manager., • Enjoy mentoring others and helping build the capability of a consulting team., • Combine technical credibility with strong commercial awareness and professional judgment., • Take pride in delivering quality work and building long-term customer relationships., • Want greater influence over how consulting services are delivered within a growing organization. Why join Process Panda? Process Panda is Halo’s Premier Global Partner and we are growing our ITSM consulting and implementation business supporting organizations across the United States and internationally. We specialize in helping organizations modernize IT service management and business processes using Halo and related technologies. We offer the opportunity to play a meaningful role in developing our US consulting capability while working directly with customers on challenging and rewarding implementations. What we offer • Competitive base salary aligned with experience and capability., • Performance based bonus on top of advertised salary range., • Opportunity to take ownership of significant customer implementations., • A hands-on senior consulting position with genuine influence over delivery practices and standards., • Exposure to modern ITSM, enterprise service management, workflow automation, and low-code technology., • The opportunity to mentor and help develop a growing team of consultants., • A collaborative environment where practical experience, sound judgment, and initiative are valued., • Professional development and opportunities for further leadership responsibility as the business grows., • The opportunity to contribute to a growing US business rather than being one consultant within a large delivery organization. Ready to apply? If you are an experienced ITSM implementation consultant who enjoys combining customer engagement, solution design, hands-on delivery, and implementation leadership, we would welcome your application. Please apply with your resume and a brief cover letter of your experience leading ITSM or enterprise SaaS implementations. We would particularly like to understand the platforms you have worked with, the types of implementations you have led, and your experience guiding customers and other consultants through complex delivery challenges. Applicants must be legally authorized to work in the United States.