Professional Services Consultant

Colorado Springs, Colorado

Job Type: Full-time
Department: Services and Support
Experience: Proven experience integrating ITSM solutions
Travel Required: Yes

This is an exceptional opportunity to deliver customer solutions for our Professional Services Organization. We are looking for experienced PSO Consultants to work with our clients on-site to gather requirements, configure, customize and implement our Cherwell application, train administrators and end-user personnel on how to navigate and best leverage the solution and ensure successful engagement. The ability to take direction and work independently in achieving stated objectives are required.

Primary Responsibilities:

  • Quickly come up to speed on Cherwell's products and underlying technologies
  • Provide implementation services to Cherwell customers
  • Gather customer requirements and design, configure, test, troubleshoot, and document Cherwell ITSM implementations
  • Develop and deliver onsite end-user training
  • Effectively manage multiple simultaneous engagements
  • Provide the highest level of customer service and achieve outstanding customer satisfaction

Minimum Requirements/Qualifications

  • Proven experience and ability providing professional services for integrated ITSM solutions
  • Deep technical knowledge and experience with: relational databases (Microsoft SQL Server, SQL EXPRESS), Microsoft Active Directory and LDAP,
  • Microsoft Exchange
  • Demonstrated excellence in written and oral communications
  • Must be able to learn new technologies quickly
  • Strong analytical troubleshooting/diagnostics and problem solving skills
  • Excellent organizational skills; effectively manage multiple priorities and follow through on all projects to completion
  • Ability to thrive in a high-volume, fast-paced environment
  • Knowledge and experience with ITIL, ISO 20000, COBIT, and other ITSM-related best practices
  • Demonstrated ability to achieve successful outcomes in handling difficult situations
  • Requires travel to customer sites to assist with implementations (50% to 75%)

Preferred Knowledge/Experience

  • BS/BA Degree
  • ITIL v3 or 2011 Foundation certification – Intermediate or Expert certifications preferred
  • Microsoft Project and project management experience
  • Network troubleshooting and knowledge of protocols such as TCP/IP, WMI, and SNMP
  • Experience with network discovery tools
  • Experience with Microsoft System Center Configuration Manager (SCCM)
  • PC/Server Hardware
  • Report writing using SQL Reporting, Crystal Reports, or other reporting tools
  • Previous development/programming experience in Microsoft .Net and/or with Web Services and/or APIs.

Innovative Technology Built Upon Yesterday’s Values

Cherwell Software is a privately-held company with no outside debt or venture capital funding, we create innovative software to meet the needs of our customers. Founded by some of the industry's most notable leaders, Cherwell Software was built upon the premise that if we: listen to our customers, care about and strive to meet their needs, and provide quality products and extraordinary customer care, then our company will stand the test of time – all while having a little fun and building great relationships along the way.

Cherwell Software is one of the fastest growing IT service management software providers with corporate headquarters in Colorado Springs, CO, USA; EMEA headquarters in Wootton Bassett, UK; and a global network of expert partners.

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