AI-Driven Service Desk Transformation Consultant

vCustomer Philippines, Inc.

Philippines

Hybrid

PHP 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Day 1 HMO

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Job summary

Tech Mahindra Philippines seeks a Service Desk Transformation Consultant to analyze data trends, automate processes, and manage end-to-end tool implementations with cross-functional teams. You will craft use-case workflows, respond to RFPs, and deliver demonstrations at customer-facing events.

The role requires 8–10 years in IT Service Desk, strong automation experience, and familiarity with ITSM tools (SNOW/Remedy). GenAI/NLP knowledge is preferred; ITIL Practitioner certification is a plus.

Qualifications

8–10 years of experience in IT Service Desk.
Must have consulting and automation experience.
Experience with ITSM platforms (SNOW, Remedy) and chatbots/RPA.
Experience with Generative AI (GenAI), ML, NLP preferred.
ITIL Practitioner with deployment and customer-facing experience.

Responsibilities

Analyze data trends and identify automation opportunities.
Lead end-to-end implementation of tools/platforms with development teams and vendors.
Create As-Is and To-Be workflows for use cases.
Develop formal sales proposals and RFP responses.
Deliver product presentations and support events.
Differentiate product offerings at a technical level.