Technical Solutions Consultant - Service Now ITSM / CSM

Teleperformance USA • North Carolina, North Carolina • 4d ago

Category : Information Technology

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision, 401k and more)

Paid Time Off

Employee wellness and engagement programs

TP and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

Purpose

We are seeking an experienced and dynamic Solution Consultant to support our ServiceNow ITSM (IT Service Management), CRM (Customer Relationship Management), and ITOM (IT Operations Management) offerings. In this role, you will serve as a trusted advisor to potential clients, showcasing the value of our solutions, driving technical discussions, and enabling successful sales engagements.

This position is 100% work at home.

Your Responsibilities

Collaborate with sales teams to understand client needs and propose tailored solutions using the ServiceNow ITSM, CSM, and ITOM platforms.

Conduct compelling product demonstrations, proof of concepts (POCs), and technical presentations to showcase the value of ServiceNow solutions.

Engage with client stakeholders, including technical teams and executive leadership, to identify challenges and align ServiceNow capabilities with business goals.

Design solution architectures and workflows, highlighting how ServiceNow can streamline processes and address client pain points.

Collaborate with the sales and delivery teams to create technical documentation, solution proposals, and responses to RFPs/RFIs.

Stay updated on the latest ServiceNow platform features, capabilities, and market trends to ensure solutions meet evolving client needs.

Support client workshops, discovery sessions, and technical deep dives to build confidence in ServiceNow solutions.

Collaborate with internal teams to ensure alignment between proposed solutions and delivery capabilities.

Act as a technical liaison between clients and internal teams during the pre-sales process, addressing questions and concerns promptly.

Qualifications

Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent work experience.

Minimum of 5 years of experience in pre-sales or technical consulting roles, with a strong focus on ServiceNow ITSM, CSM, and ITOM products.

Demonstrated ability to design and present complex technical solutions clearly and compellingly.

Expertise in ServiceNow platform capabilities, including workflows, integrations, and customizations.

Solid understanding of ITIL frameworks and ITSM best practices.

Excellent communication, presentation, and interpersonal skills, with the ability to engage technical and business audiences.

Strong problem-solving skills and a client-first mindset.

Focus on continual training on new ServiceNow technologies to keep skill sets current.

Experience in pre-sales for SaaS platforms or cloud-based solutions.

Familiarity with integration technologies such as REST/SOAP APIs and data transformation tools.

Experience with Now Assist and Creator Assist

Experience with integrating common telephony cloud solutions (e.g. Genesys, Amazon Connect, etc.)

Experience working with monitoring tools and strategies related to ITOM.

Project management experience or certification (e.g., PMP, Agile/Scrum certifications).

Certifications (Required):

ServiceNow Certified System Administrator (CSA)

Certifications (Preferred):

ServiceNow Certified Application Developer (CAD)

ITIL Foundation Certification (v3 or v4)

ServiceNow Certified Implementation Specialist - ITSM

ServiceNow Certified Implementation Specialist - CSM

ServiceNow Certified Implementation Specialist - ITOM

Soft Skills

Process Excellence

Collaboration

Communication

Emotional Intelligence

Open-Mindedness

Critical Thinking

Solution Orientation

Entrepreneurship

AI Proficiency

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