Service Desk Transformation Consultant

Bravissimo Resourcing Inc. | Hybrid | Quezon City

We are seeking an experienced and visionary Service Desk Transformation Consultant to drive significant process, technology, and service model enhancements for our Service Desk accounts. The ideal candidate will leverage deep IT Service Desk experience, consulting expertise, and cutting-edge AI knowledge to design and implement innovative automation and transformation solutions.

Key Responsibilities

• Lead and execute transformation roadmaps for Service Desk accounts, focusing on process optimization and technology integration.
• Design and architect automation solutions, including the integration of emerging technologies like Generative AI and Machine Learning.
• Serve as a subject matter expert, effectively communicating complex AI concepts and transformation strategies to both technical and non-technical stakeholders and cross-functional teams.
• Support Presales and Solutioning activities by contributing expertise on next-generation service desk models.

Qualifications:

• Experience in transformation and solutions for Service Desk accounts
• At least 6-8 years experience in IT Service Desk in BPO
• Prior consulting and automation experience is a must
• Presales/solution experience will be an added advantage
• Experience with Generative AI (GenAI) models, Machine Learning (ML), Natural Language Processing (NLP), and other AI frameworks is preferred.
• Ability to collaborate with cross-functional teams and effectively communicate AI concepts to non-technical stakeholders
• Applicants must be willing to work in Eastwood, Libis QC.
• Hybrid setup but will depend on business requirements.
• Applicants should be flexible in working hours.
• Must possess at least a Bachelor's/College Degree, preferably in IT field.

Work setup: Hybrid (3x onsite 2x WFH, depending on the business requirement)