Laith Alawaschi - Internal Transfer

Count on us. Our "we-care" culture is more than just a motto; it's a promise. From day one, we prioritize your growth, well-being, and success. You can count on us to support your career journey and help you achieve your professional goals. Join us.

The IT ITSM Consultant is responsible for the day-to-day administration, maintenance, issue resolution, configuration, customization, and development of the TeamDynamix and Freshservice platforms. The position works with stakeholders and Technology Services team members to gather requirements, design and deploy system changes, support platform adoption, develop workflows and integrations, and maintain platform health in alignment with Service Management standard methodologies.

Position Responsibilities

• Perform day-to-day system administration, maintenance, and issue resolution for the TeamDynamix and Freshservice platforms.

• Work with stakeholders to conduct discovery working sessions and determine solution requirements, designs, configurations, testing, documentation, and deployment of system changes, including mock-ups and flows.

• Provide technical insight into the design and support of the two platforms while aligning with Service Management standard methodologies.

• Configure, customize, script, and develop the TeamDynamix and Freshworks platforms.

• Identify bottlenecks and develop optimizations based on business needs.

• Gather specifications from service owners, document requirements, and deliver product releases that meet business needs.

• Assist stakeholders with developing workflows from service owner requirements, including requests, request items, and tasks.

• Assist stakeholders with creating dashboard views and reporting on key performance indicators to illustrate service performance and demonstrate business value.

• Design and build integrations and process automation using the respective platform tools and capabilities or Power Automate.

• Work with stakeholders and Technology Services team members to drive effective adoption and use of the platforms for their respective use cases.

• Work with stakeholders and Technology Services team members to identify dependencies, relationships, and integration points to ensure proper integration with other systems when applicable.

• Apply Agile software development practices to platform and application customizations.

• Serve as the primary resource for ensuring system and platform health.

• Partner with others to coordinate TeamDynamix and Freshworks ticket requests.

• Support implemented and proposed solutions on the TeamDynamix and Freshworks platforms.

Education

• Bachelor’s degree in Information Technology or Business, or equivalent experience.

Experience

• Minimum of two years of hands-on technical experience with an ITSM or ITOM system, such as TeamDynamix or Freshservice.

• Experience creating and customizing complex workflows and activities.

• Experience working with Business Rules, Client Scripts, User Interface policies, scripts, actions, and integrations with other APIs.

• Experience working with performance analytics, email notifications, inbound actions, reports, gauges, and dashboards.

• Experience using discovery functionality to populate a CMDB.

• Experience gathering and analyzing requirements, designing solutions, managing development tasks, performing quality assurance, and applying release methodologies.

• Experience defining processes and procedures by working with a team, a client, and independently.

• Must be able to remain in a stationary sitting position for at least 75% of the time.

• Must be able to lift at least 15 lbs, and specific job duties may require additional lifting to move, transport, position, and install equipment.

• Frequently positions self to bend and lift packages.

• Occasional moving and lifting of equipment; bending, lifting, and climbing are required to position self to maintain computers during engagements.

• Person in position needs to occasionally move about inside of the office to access machinery, cabinets, and other items.

• Person in position frequently communicates with individuals who have inquiries. Must be able to exchange information in these situations.

• Ability to work in a high-stress environment.

• Reliable transportation and a valid driver’s license are required, including a clean driving record.

• Minimum levels of auto insurance coverage are required.

• Ability to travel locally and work overtime and weekends is required.

• Ability to travel overnight or internationally may be required.

Qualifications

• Working knowledge of ITSM or ITOM environments, including Incident, Problem, Change, Request, CMDB, and Asset.

• Working knowledge of User Interface policies, data policies, UI actions, business rules, and client scripts.

• Ability to evaluate and recommend business process and technology-driven enhancement opportunities based on application system upgrades, releases, and patches.

• Ability to work with stakeholders to gather business needs and translate those needs into technical requirements, statements of work, and test plans.

• Ability to design and implement environmental changes, including design books, training, and other written documentation.

• Ability to develop the ongoing system lifecycle to meet business and technical requirements, including planning for system lifecycle management.

• Ability to work with business stakeholders to optimize processes and system configurations to maximize efficiency and productivity.

• Ability to recommend changes and improvements to systems and processes.

• Excellent analytical and problem-solving skills.

• Good verbal and written communication skills, including the ability to communicate technical issues and information at a level coherent to the audience.

• Ability to set and organize work priorities and adapt as priorities change.

• Confidence and ability to multitask and manage expectations in a fast-paced environment with competing priorities.

• Strong work ethic with a focus on quality, results, and customer satisfaction.

• Working knowledge of Management, Instrumentation, and Discovery Server, LDAP, Integration Hub, Scheduled Jobs, Reporting, Notifications, and integrations with Active Directory, Azure, SSO, and LDAP is desirable.

What makes us different?

On the surface, we’re one of the nation’s largest audit, tax, consulting, and wealth management firms. But dig a little deeper, and you’ll see what makes us different: we’re a relatively jerk-free firm (hey, nobody ‘s perfect) with a world-class culture, consistent recognition as one of Fortune Magazine’s “100 Best Companies to Work For,” and an endless array of opportunities.  At Plante Moran, diversity, equity and inclusion means that all staff members have equitable and fair opportunities to succeed, in an inclusive environment, with their individual, unique identities. So, what are you waiting for? Apply now.

Plante Moran enjoys a “Workplace for Your Day” model which, simply put, means we strive for flexibility and balance while staying true to our principally in-person model. We believe that face-to-face interactions are paramount for individual and collective development, but also encourage individuals to work with their supervisor and team to determine their optimal working environment each day.   

Plante Moran is committed to a diverse workplace. We strive to create a culture where each person feels accepted and valued. We believe that each person’s ultimate potential begins with first acknowledging their inherent dignity. When we can recognize — and celebrate — our many human differences, we’re able to create a workplace where all staff feel a sense of belonging and an opportunity to succeed. This allows us to attract and retain the best talent, serve clients through diverse thinking, and better represent and support the various communities in which we live and work. Plante Moran is an Equal Opportunity Employer. 

Plante Moran maintains a drug-free workplace. 

Interested applicants must submit their resume for consideration using our applicant tracking system. Due to the high volume of interest in our positions, only candidates selected for interviews will be contacted. Candidates must be legally authorized to work in the United States without sponsorship, with the exception of qualified candidates who are bilingual in either Japanese and English or Chinese and English. Unsolicited resumes from search firms or employment agencies, or similar, will not be paid a fee and become the property of Plante Moran.    
 

The specific statements above are not intended to be all-inclusive.

This application window is a good-faith estimate of the time that this posting will remain open. This deadline will be promptly updated if the deadline is extended.