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Product Implementation Consultant

Marval Software is a valued player in the IT service management arena for many years. And recently we embarked on an exciting journey towards the future. By adding the use of Analytics, AI and ML in our new product we enable our clients to work more efficient and effective while supporting their businesses.

 

Role Overview

Marval has a fantastic opportunity for an ITSM Product Implementation Consultant within our UK based Professional Services team.

This primarily office based but customer-interfacing role will involve working with clients as a technical lead and product expert to assist and validate the solution architecture related to specific technical areas. As a key part within the project delivery team, the role will encompass a blend of software implementation, configuration and integration skills related to pre and post sales consultancy.  

The ideal candidate will have proven client facing experience, managing customer expectations to deliver creative business solutions within the ITSM / ITIL processes. Demonstrable experience in product configuration, integration and customization of ITSM is requisite as is the ability to articulate and convey technical concepts to a mixed audients.  In addition to this, prior experience in capturing and understanding clients’ ITSM requirements along with managing project tasks and timelines from a client perspective are requisite.

The successful applicant will be an enthusiastic, engaging personality with a real desire to build relationships and collaborative partnerships with clients. Other skills being sought include meticulous organisational and planning skills, excellent communication and interaction skills and a real desire to grow and succeed in the role.

Key Responsibilities

  • Responsible for solution from pre-sales through post-sales support; including gathering technical requirements, creating technical solution architecture and integration capabilities, project estimates and build/implement/on-going 3rd line support
  • Interact with clients to understand their technical requirements
  • Provide system configuration and implementation guidance to customers / partners when required.
  • Review and recommend changes to existing configuration procedures
  • Advise documentation department of changes in configuration policies and procedures and other technical documentations
  • Be prepared to travel or work on customer / partner site when required in a technical capacity
  • Create business and technical requirements documentation from customer requests, that developers can use to create applications that support the functional, technical and visual requirements, conduct analysis of the existing system. Requirements documentation needs to be precise, logical in layout, capture the expected user experience.
  • Liaise with other technical areas in IT Services to gather, clarify and define requirements.
  • Any other tasks as required to meet the needs of the role. This is not an exhaustive list, and will be subject to review on a regular basis, to meet the needs of this new and developing role.

Expertise required

  • Proven client facing experience in product configuration, integration and customisation of ITSM (or equivalent) tools is requisite
  • Proven experience of managing customer expectations to deliver business solutions  
  • Prior experience in articulating and conveying technical concepts to a mixed audience.
  • Experience in providing creative solutions to business problems and working with IT Service Management / ITIL processes
  • A solid understanding of ITSM and ideally possess an ITIL V2, V3 or 4 foundation certification.
  • Proven service desk or consulting skills as the successful individual will be expected to work with the customer to understand their requirements, build relationships, manage expectations and advise based on good practice and experience.
  • Fully conversant with the MSM tool and its USP’s in order to portray Marval as the platform of choice
  • Good understanding of Internet, Intranet, Extranet, client/server architectures and operating systems and their dependencies and implications
  • Previous experience with SQL Server, MySQL or Oracle is preferable and previous experience in No-SQL, data ingestion and big data is a big plus
  • Previous experience in cloud platforms is a must
  • Experience of technical documentation

The current MSM product requires a solid technical foundation in Microsoft.Net platforms (Windows Server, SQL Server, IIS, Exchange and Active Directory) is requisite. Prior experience in Web Services, ASP.Net and C# is a distinct advantage though not mandatory. And Marval is working on new developments with the use of cloud technology (AWS, Azure) and the addition of a data lake (No-SQL) database), AI and ML technologies.

Your Benefits

  • Training & Career Development Opportunities
  • Private Medical insurance
  • Life Insurance
  • Pension 
  • Reward scheme 
  • Min 25 days paid leave 
  • Flexibility & work life balance incl home working available 
  • Ability to stand out and make a difference within a growing team