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Senior ITSM Consultant

vor 2 Wochen

Home Office, Deutschland Adaptavist Vollzeit

Company Description

Working at The Adaptavist Group

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world's most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, and Aha

We make change happen. From anywhere.

What we offer you

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.

Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.

Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.

Read our full list of benefits

Job Description

About the role

Picture yourself as the architect who makes IT sing. As our Senior ITSM Technical Consultant, you will craft smart service solutions with Jira Service Management, Assets, Assets Data Manager and Opsgenie, then branch out to fresh platforms as we grow.

Your week swings between discovery calls, whiteboard brainstorming and deep configuration sessions. One moment you sketch an integration that shaves hours off every ticket, the next you draft a proposal that wins the client's trust before the project even kicks off.

You steer each engagement from first hello to final success meeting, build honest relationships, and spot chances to fine-tune our own playbook so tomorrow's work is sharper than today's. If you crave autonomy, variety and the thrill of turning messy processes into smooth flows, this is your playground.

What you'll be doing

ESM/ITSM Solution Consultancy

  • Collaborate with clients to gather and analyze requirements, leveraging expertise in ITSM and Atlassian products to propose tailored solutions.
  • Act as a trusted advisor to customers, providing guidance on ITSM and ESM best practices using the ITIL framework.
  • Develop high-level architecture and implement the best delivery approaches, adapting solutions when necessary to best fit the client's needs..
  • Configure advanced technical solutions to meet specific client requirements or complex processes such as Assets Managements, System integrations, task automations.
  • Support the development of the practice through internal initiatives, upskilling, and expanding expertise into emerging products such as ServiceNow.
  • Support pre-sales activities by defining scope, providing estimates, and contributing to high level solution design.
  • Travel to client sites as necessary for key meetings and/or events.

Solution Implementation and Delivery

  • Configure Atlassian solutions, including portals, request types, workflows, automation, assets schemas, API connectors.
  • Implement core ITIL processes such as service requests, incident management, change management, and problem management.
  • Implement more advanced ITSM systems, focusing on assets management or event and incident management using tools like Opsgenie and Assets.
  • Integrate Atlassian products with other systems via REST APIs.
  • Occasionally manage migrations as part of broader implementation projects.

Qualifications

What we're looking for

  • German and english profcient
  • Proven experience in consulting with a strong focus on the Atlassian toolset.
  • Ability to autonomously lead engagements, drive customer relationships, and deliver high-quality solutions.
  • Ability to adapt to evolving business and technology landscapes, embracing new tools and practices as the role progresses.
  • Knowledge of ITIL and its application in ITSM and ESM.
  • Ability to effectively communicate with stakeholders and present solutions.
  • Experience supporting pre-sales, particularly in the early stages of the sales cycle and in fixed-price packaged offerings.
  • Ability to thrive in a consulting environment, contributing to business development, securing contracts, and ensuring billability through efficient time management..
  • An ability to think innovatively and creatively to develop innovative solutions and new offerings.
  • Team player and strong collaboration skills
  • Self-starting, strongly ambitious and tenacious

A few nice to haves

  • Experience with web integration using Rest APIs
  • Scripting experience with a language like Groovy or Python
  • Pre-sales experience
  • Experience with requirements gathering and analysis
  • Experience within a fast-paced, fast-growth tech start-up environment
  • Understanding of non-functional requirements for application scalability, availability, and security

Additional Information

Not ticking every box? That's totally okay Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we're dedicated to creating a diverse and welcoming team. If you're passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don't have everything that's listed just yet.

Drop us your application, we'd love to hear from you

What to expect

We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you'll find information to help you prepare and ace an interview at TAG.

You can read them here

Equal opportunities for everyone

At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.

Check out our WORK180 page

Check out our Flexa page

We look forward to your application