Service Desk Transformation Consultant

2 days ago

Quezon City, National Capital Region, Philippines Tech Mahindra Full time $80,000 - $120,000 per year

Job Summary

The role involves supporting the development and implementation of automation and AI-driven solutions (e.g., IIVR, RPA, Self-Service) by collaborating with technical teams and vendors. The candidate will contribute functional insights, create workflow documentation, and assist in sales proposals and product presentations. Responsibilities include designing AI solutions, integrating GenAI into service desk operations, and evaluating model performance. The role also requires strong technical knowledge, customer engagement skills, and the ability to communicate complex AI concepts clearly.

Key Responsibilities

·      Support development teams with functional input and use cases.

·      Create As-Is and To-Be workflows.

·      Prepare sales proposals and RFP responses.

·      Deliver product demos and presentations.

·      Build custom demos and Proof of Concepts (POCs).

·      Compare and position products against competitors.

·      Design and implement AI solutions for automation.

·      Collaborate with AI experts and evaluate model performance.

Qualifications & Skills

·      ITIL Practitioner with project management and tech deployment experience.

·      Strong understanding of ITSM tools and frameworks.

·      Excellent presentation and commercial skills.

·      Proficient in GenAI, ML, and NLP technologies.

·      Effective cross-functional collaboration and communication.

Requirements

·      Willing to work in Eastwood, Libis QC.

·      Hybrid work setup based on business needs.

·      Flexible working hours.

·      Bachelor's degree in IT or related field.

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