Service Desk Transformation & AI Automation Lead

vCustomer Philippines, Inc.; Quezon City; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Day 1 HMO

Phone Allowance

Data Allowance

Leave Credits

Job summary

Tech Mahindra Philippines is seeking a Service Desk Transformation Consultant with 8–10 years in IT Service Desk and strong automation experience. You will lead end-to-end tool implementations (ITSM, chatbot, RPA) and collaborate with development teams and vendors to design As-Is/To-Be workflows, draft proposals, and deliver compelling technical demonstrations.

The role requires knowledge of ITSM tools (Snow, Remedy), GenAI/NLP, and presales experience, with a hybrid work setup in Eastwood, QC.

Qualifications

• 8–10 years of experience in IT Service Desk.
• Experience with automation on ITSM platforms and digital tools.

Responsibilities

• Analyze data trends (ITSM dumps, call records, volumes) and identify automation opportunities.
• Manage end-to-end implementation of tools/platforms (ITSM, chatbot, IIVR, RPA, Self-Service) with development teams and vendors.
• Create As-Is and To-Be workflows for use cases.
• Develop written proposals and RFP responses (Word/PowerPoint).
• Deliver product presentations and support at events.
• Differentiate product offerings at a technical level.

Skills

IT Service Desk

Automation

GenAI/NLP

Presales

Communication

Education

Bachelor's Degree in IT

Tools

Snow

Remedy

Chatbots

RPA

Nextthink/SysTrack

AppDynamics

Job description

Tech Mahindra Philippines is seeking a Service Desk Transformation Consultant with 8–10 years in IT Service Desk and strong automation experience. You will lead end-to-end tool implementations (ITSM, chatbot, RPA) and collaborate with development teams and vendors to design As-Is/To-Be workflows, draft proposals, and deliver compelling technical demonstrations.

The role requires knowledge of ITSM tools (Snow, Remedy), GenAI/NLP, and presales experience, with a hybrid work setup in Eastwood, QC.