Technical Solution Consultant

upscale; Petaling Jaya; On-site; MYR 81,000 - 97,000; Full time

Job summary

upscale is seeking a Technology Solutions Consultant to operate across platform presales and IT operations consulting. You will help clients understand how ITSM technologies like ServiceNow and Freshservice solve real challenges through discovery, demos, and proposals.

In consulting, you will diagnose current IT operations, identify gaps, and shape a credible road map with actionable, business-aligned initiatives.

Qualifications

• 3–5 years of experience in Enterprise Software Presales, Solution Consulting, IT Advisory, or a combination of these.
• Willingness and ability to develop deep software platform expertise, understanding how to position them against real enterprise challenges.
• Experience with ServiceNow or Freshservice is a strong advantage; hands-on knowledge of any major enterprise platform (e.g. ITSM, ITOM, ITAM, CRM, ERP) is equally valued.
• Comfortable facilitating workshops with mixed audiences: operational teams, IT leads, and senior executives.
• Strong written and verbal communication in English and Bahasa Malaysia.
• Able to produce clear, well-structured deliverables independently (proposals, assessments, roadmaps).
• Bachelor's degree in Business, Engineering, IT, or a related field.

Responsibilities

• Lead discovery sessions to understand client business challenges, IT pain points, and operational priorities.
• Design and deliver tailored solution proposals, demos, and proof-of-concepts for ServiceNow and Freshservice.
• Support RFP/tender responses in collaboration with sales and delivery teams.
• Present confidently to both technical stakeholders and C-suite executives.
• Facilitate IT Ops maturity assessments covering ITSM, ITOM, and ITAM domains.
• Conduct leadership interviews and operational stakeholder workshops to diagnose current-state challenges.
• Produce structured output deliverables: maturity scores, gap analyses, improvement roadmaps, and platform recommendations.
• Translate findings into sequenced, business-aligned technology and process initiatives.
• Build trusted advisor relationships that extend beyond individual project engagements.
• Stay current on ITSM, ITOM, ITAM, and enterprise automation trends.
• Contribute to the development of reusable consulting frameworks, templates, and case studies.
• Support occasional travel for client engagements within Malaysia.

Skills

English

Bahasa Malaysia

Presales experience

Stakeholder facilitation

Proposal / presentation

Education

Bachelor's degree in Business, Engineering, IT, or a related field

Tools

ServiceNow

Freshservice

Job description

Technology Solutions Consultant

Company Description

We are solution providers, engineers, consultants, and implementers dedicated to transforming challenges into opportunities. Driven by a passion for innovation, we specialize in making things work seamlessly - leveraging service automation, minimizing human error, boosting productivity, and enhancing consumer satisfaction through cutting-edge technology.

As a lean and agile team, we focus on delivering results while investing in our people. Growth and development are at the heart of our culture. We empower individuals to learn, innovate, and excel, ensuring that both our clients and our team achieve lasting success.

About Role

We are seeking for a Technology Solutions Consultant who can operate across two connected disciplines: platform presales and IT operations consulting.

On the presales side, you will help customers understand how ITSM technologies (such as ServiceNow, FreshService and BMC Remedy) can solve their challenges through sharp discovery, compelling demos, and well-structured proposals.

On the consulting side, you will engage clients earlier in their decision cycle, diagnosing where their IT operations stand today, identifying the gaps that matter most, and shaping a credible path forward.

Key Responsibilities

Presales

• Lead discovery sessions to understand client business challenges, IT pain points, and operational priorities.
• Design and deliver tailored solution proposals, demos, and proof-of-concepts for ServiceNow and Freshservice.
• Support RFP/tender responses in collaboration with sales and delivery teams.
• Present confidently to both technical stakeholders and C-suite executives.

Consulting

• Facilitate IT Ops maturity assessments covering ITSM, ITOM, and ITAM domains.
• Conduct leadership interviews and operational stakeholder workshops to diagnose current-state challenges.
• Produce structured output deliverables: maturity scores, gap analyses, improvement roadmaps, and platform recommendations.
• Translate findings into sequenced, business-aligned technology and process initiatives.
• Build trusted advisor relationships that extend beyond individual project engagements.

General

• Stay current on ITSM, ITOM, ITAM, and enterprise automation trends.
• Contribute to the development of reusable consulting frameworks, templates, and case studies.
• Support occasional travel for client engagements within Malaysia.

Ideal Qualifications

• 3–5 years of experience in Enterprise Software Presales, Solution Consulting, IT Advisory, or a combination of these.
• Willingness and ability to develop deep software platform expertise, understanding how to position them against real enterprise challenges.
• Experience with ServiceNow or Freshservice is a strong advantage; hands-on knowledge of any major enterprise platform (e.g. ITSM, ITOM, ITAM, CRM, ERP) is equally valued.
• Comfortable facilitating workshops with mixed audiences: operational teams, IT leads, and senior executives.
• Strong written and verbal communication in English and Bahasa Malaysia.
• Able to produce clear, well-structured deliverables independently (proposals, assessments, roadmaps).
• Bachelor's degree in Business, Engineering, IT, or a related field.

Budget: RM8000