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Customer Engineer

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- IT Service Management Are you passionate about IT Service Management and the cloud? Do you love technology but have a passion for Process and optimization? Do you want to be part of a team that has a go-to-market solution around ITSM Technology automation and service delivery solutions? These are key components to Microsoft's Cloud Strategy. If so, you have found your dream job posting. Responsibilities Lead customers through Modern Service Management best practices Deliver ITSM Services engagements including Workshops, Assessments, Service Improvement programs and other IT Operations consulting services Deliver high-quality engagements in both large scale project environments and smaller, single staffed engagement models. Demonstrate the ability to engage in IT and business executive discussions related to availability, agility, business value, costs, security management, disaster recovery, and the value of services and process in an enterprise environment is required. Work through complex SOW's to determine the appropriate deliverables and outcomes and further define as needed. Knowledge transfer and sharing best practices with team members that help enhance the quality and efficiency of customer service and process management. Establish effective working relationships with the Microsoft Business Groups by working through appropriate escalation channels. Work as one Microsoft to establish strong relationships with Microsoft Field Sales, MCS, Premier and other internal resources as appropriate. This position has frequent engagement interaction with Microsoft Corporate customers, MCS and Premier account contacts, and Customer Support staff. Identify new opportunities and work with account teams identify, pursue and close strategic business development opportunities while continually driving add-on business within existing. Qualifications ITIL v3 Expert certification or ITIL V4 Foundations with significant experience and have applied knowledge of real-world environments across the service lifecycle (strategy, design, transition, operations, continual service improvement). O365, Azure and or other cloud experience Awareness of technical knowledge (including Microsoft System Center, and non-Microsoft products) Awareness of other technologies such as Microsoft Active-Directory, SharePoint, SQL and SQL Analysis Services, and a demonstrable ability to quickly learn and apply technology competencies is a plus. Map solutions to customer business problems and process-combined-with-technology solutions. Experience in both Service Support and Service Delivery focus areas Demonstrated experience running an IT operation combined with consulting and project management skills. Non-Theoretical Process to Technology Mapping (taking process design and mapping to ITSM technology, and conversely, bringing technology boundaries and design basis into process design) Maintain and expand working knowledge of current and pre-released Microsoft systems and products, as well as their integration and methods of support delivery. Applies advanced operations analysis skills and experience in principals of ITIL/MOF, Project Management, Six Sigma, ISO20000, BS15000, and CMM to define appropriate customer solutions. Awareness of other technologies such as Microsoft Active-Directory, SharePoint, SQL and SQL Analysis Services, and a demonstrable ability to quickly learn and apply technology competencies is a plus. Excellent organization, communication, project management, problem-solving skills. Proven business acumen. The ideal candidate has a BS/BA or MS/MA/MBA in CS, EE, MIS, Business or related field, or equivalent work experience, combined with a minimum of 5+ years relevant working experience including Enterprise environments and Consulting experience Additional Desired Experience Modern service management Cyber Security familiarity/ experience Large Scale Desktop/Laptop migrations or upgrade Datacenter management and consolidations and competitor tools such as Remedy, BMC, Service Now, Etc. IT Operations manager or director level experience Consulting experience The successful candidate must hold a passport and is willing to travel 70% of the time, to be a part of this exciting, growing and awesome team.


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