Information Technology Service Management Lead Consultant

Marler & Associates Search; Ottawa; On-site; CAD 90,000 - 130,000; Full time

Job summary

A leading consulting firm seeks a highly-skilled Lead Consultant specializing in IT Service Management (ITSM) to lead teams and engage clients. In this technical role, you'll translate customer requirements into technical solutions using Microsoft Power Platform tools. Ideal candidates boast over 5 years of experience in both ITSM and Power Apps, demonstrating leadership in a consultant capacity. If you're passionate about delivering customer success and optimizing processes, join this dynamic team in Ottawa.

Qualifications

• 5+ years of Power Apps implementation experience.
• Consulting practice Team Lead experience preferred.
• Understanding of ITSM and ITIL desired.

Responsibilities

• Mentor and guide the consulting team optimizing processes.
• Work closely with clients to gather requirements for ITSM.
• Architect and design configurations of ServiceTeam.

Skills

Power Apps implementation

ITSM experience

Technical direction

Client engagement

Solution design

Education

Bachelor’s degree in computer science

Tools

Microsoft Power Platform

Dynamics 365

Azure

Job description

Information Technology Service Management Lead Consultant (Ottawa)

About the role:

The Lead Consultant for our clients is a dual role where you are responsible for the services team and practice as well as working on projects directly to successfully deploy our clients product ServiceTeam ITSM, built in Microsoft Power Platform.

This is a technical role, where you are the expert and have the ability to translate customers desired ITSM/ITAM business requirements to technical solution designs helping our client drive their customer success in international markets.

You ideally bring experience in the ITSM industry and technical acumen related to Microsoft cloud solutions (Dynamics 365, Power Platform, Azure), positive enthusiasm, and refined communication skills. You have experience, fostering a collaborative, results driven team environment and engaging directly with customers in a business-to-business technical consulting role.

Experience:

• 5+ years of Power Apps implementation experience working directly with clients and/or 5+ years of ITSM experience deploying or working with other ITSM applications as a technical/functional consultant
• Experience in a consulting practice Team Lead role
• Understanding of IT Service Management; ITIL; IT Asset Management; Enterprise Service Management,and working knowledge of IT operations is desired
• Bachelor’s degree ideally in computer science

Responsibilities:

• Team Leadership:Mentor and guide the consulting team optimizing processes, resource utilization, providing technical direction and fostering a collaborative client centric environment.
• Client Engagement:Work closely with clients to gather requirements, understand ITSM processes, and configuration requirements.
• Solution Design:Architect and design configurations of ServiceTeam, to meet client needs and objectives ensuring alignment with ITIL best practices
• Implementation:Complete the technical implementation of ServiceTeam, including configuration, creation of Power Automate flows, ServiceTeam Portal (built in Power Pages), integration, and testing.
• Project Management:Oversee project management to ensure project timelines, resource allocation, and deliverables to ensure successful project execution.
• Quality Assurance:Ensure the quality and performance of ITSM solution configurations through rigorous testing and validation.
• Training & Support:Conduct training sessions for clients and provide ongoing support to ensure the effective use of ServiceTeam ITSM and ITAM applications.

Personal Traits:

• A positive and professional attitude combined with a work ethic to succeed in a fast-paced environment handling multiple projects concurrently
• Customer-centric mindset with demonstrated passion for delivering customer value and bringing innovative technical solution ideas to customer problems
• Excellent English oral and written communication and presentation skills
• Strong organizational, interpersonal and leadership skills working in collaborative internal and external team environments