Service Desk Transformation | Automation & AI Solutions - With Joining Bonus*

vCustomer Philippines, Inc.; Quezon City; Hybrid; PHP 1.800.000 - 2.400.000; Vollzeit

Benefits dieser Stelle

Day 1 HMO

Phone Allowance

Data Allowance

Leave Credits

Zusammenfassung

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.

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

IT Service Desk

Automation

GenAI/NLP

Presales

Communication

Ausbildung

Bachelor's Degree in IT

Tools

Snow

Remedy

Chatbots

RPA

Nextthink/SysTrack

AppDynamics

Jobbeschreibung

We’re Hiring: Service Desk Transformation Consultant

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well‑being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people‑first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• Day 1 HMO, Phone Allowance, Data Allowance, Leave Credits

Roles and Responsibilities

• Analyzing data trends (ITSM dump, call records, volumes) and identifying opportunities for automation and expanding additional scope through shift-left strategies
• Manage end-to-end implementation of tools/platforms (ITSM, chatbot, IIVR, RPA, Self-Service) with development teams and vendors. Candidate should have a general awareness of technical requirements and should assist development teams from a functional point of view (providing use cases, etc.)
• Creating As-Is and To-Be workflows for identified use cases
• Development of formal written sales proposals and RFP responses (word/ppt)
• Deliver product presentations and demonstrations, and provide support at external and internal customer‑facing events
• Present and differentiate product offerings at a technical level from the competition
• Build custom demonstrations and deliver Proof Of Concepts (POC) in coordination with other supporting teams i.e., Automation, Analytics, and Partner Alliances
• Compare competitive products to specify the most advantageous solutions for customers and take a leading role in specifying technical solutions and writing proposals and tender responses
• Design and implement AI-driven solutions, focusing on enhancing automation processes and user interactions
• Collaborate with data scientists and AI experts to integrate GenAI and other AI technologies into service desk operations
• Continuously evaluate the performance of AI models and recommend improvements for higher accuracy and efficiency

Skills, Qualifications & Experience

• 8 - 10 years of experience in IT Service Desk
• Prior consulting and automation experience is a must
• Prefer trained, certified, and hands‑on experience in automation on platforms like ITSM (SNOW, Remedy), Chatbots, RPA, Nextthink/SysTrack, AppDynamics, and other digital experience monitoring tools
• Experience with Generative AI (GenAI) models, Machine Learning (ML), Natural Language Processing (NLP), and other AI frameworks is preferred.
• Presales/solution experience will be an added advantage
• ITIL Practitioner with experience in Tools and Technology deployment, project management, and customer‑facing experience
• Proven Technical and IT Services implementation experience, with an in‑depth understanding of ITSM Tools, Technologies, Frameworks, and Standards
• Good commercial acumen with excellent presentation and demonstration skills, with an ability to explain and present technical solutions
• Strong understanding of AI technologies, including GenAI, ML, and NLP
• Ability to collaborate with cross‑functional teams and effectively communicate AI concepts to non‑technical stakeholders

Requirements

• Applicants must be willing to work in Eastwood, Libis QC.
• Hybrid setup but will depend on business requirements.
• Applicants should be flexible in working hours.
• Candidate must possess at least a Bachelor's/College Degree, preferably in IT field.

*Note: Joining bonus, if applicable, is subject to management approval and company policies. The amount may vary based on qualifications, experience, and business requirements.

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.