Junior Consultant

Cambridge, MA

[Job #513]

Our client, an established reporting solution provider for HP service management solutions, has an excellent opportunity for a Junior Consultant to join a staff of highly motivated self starters who value the chance to make a difference. The successful candidate will support and implement solutions remotely, by understanding customer requirements, customer requests and business environments, and translating those into actions. This is a challenging support position, from analyzing a submitted call to ultimately providing a solution.

Responsibilities include:

Solutions delivery: prep calling, remote installation, implementation and possible configuration of solutions. Managing the process end-to-end.
Support: 1st and 2nd line support, including analyzing submitted support cases, troubleshooting, managing requests for change, handling escalations, providing continuous feedback to customers and closing the call.
Managing customer expectations: achieving high level of customer satisfaction on all support and consulting engagements.
Operational services: developing customer deliverables such as virtual machines, support documents and support marketing collateral. Testing of applications, knowledge sharing and managing support contracts.
Organizational development: providing critical input to optimize support model and improve company’s core competencies such as product development.
Business development: recognizing business opportunities and support of sales activities.

Qualifications include:

1-3 years experience in an IT environment or a degree in IT is required
ITSM knowledge or exposure to ITSM is a plus
Working knowledge of industry standard service desk tools such as HP Service Desk/ServiceCenter or others is a plus
Knowledge of ITIL Foundations, or willing to learn
Strong English written and verbal communication skills
Excellent analytical skills, including the ability to understand and define problems, collect data, establish facts, draw valid conclusions and create solutions to ITSM related problems
Ability to manage customer expectations by a strong commitment to customer service
Occasional travel to customer sites may be required

Our client offers a rewarding work environment, competitive benefits and wide-ranging opportunities for professional growth. Please email resume, cover letter and salary requirements to Joanne DuBosque.