Technical Success Consultant - Service Management Automation

Micro Focus
12 Oct 2018
14 Oct 2018
Contract Type
Full Time
At Micro Focus, everything we do is based on a simple idea: The fastest way to get results is to build on what you have. Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging ITfast-tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.

Our portfolio spans the following areas: DevOps | IT Operations| Cloud | Security | Info Governance | Big Data, Machine Learning, & Analytics

The Service Management Automation (SMA) Technical Success team, as part of the larger ITOM Customer Success charter, is focused on optimizing the overall experience customers have with the SMA product suite. The Technical Success team works with SW Sales and Presales, and provides technical expertise in big deal opportunities. We also work with our customers during onboarding and go-live activities, where we offer technical and functional advice on implementations, review customer requirements, answer questions on internal and external SMA forums, and support specialized customer demos.

Our team will be a key contributor to ITOMs transition from selling traditional, standalone products to creating customer value through our next-generation, suite-based approach. As a trusted adviser to the customer, you will be working with them on their journey through this transition, establishing a long-term partnership that will allow us to turn them into a strong reference and advocate for the SMA suite.

Your in-depth understanding of customer requirements, use cases, and challenges in the service management space will allow us to build better products and suites. In close cooperation with Product Management and R&D, your input and feedback will be used to influence our future roadmap.

We are looking for people with a unique combination of technical expertise, enterprise implementation, project management, and excellent customer management experience.

  • Assist Micro Focus Software Sales and Technical Presales by providing technical expertise for big deal opportunities, during proof-of-concept installations, proof-of-value evaluations, or specialized demonstrations
  • Assist Professional Services and our Software Partners in their implementation projects by providing solution architecture, sizing and configuration reviews.
  • Review requirements and design with the customer and implementation team, provide in-depth technical expertise and recommendations following best practices and lessons learned from other customer implementations.
  • Review and prioritization of customer reported Defects and Enhancement Requests critical for go live, coordinate with Product Management and R&D team.
  • Promote opportunities for two-way communication between the customer and various Micro Focus groups, identify opportunities for references and advocacy.
  • Help customers identify risks to achieving their stated business goals.
  • Identify areas qualified as customer pain points and propose solutions (documentation, tools).
  • Bring back to R&D and the Product Management team the customer feedback and influence future product direction.
  • Actively participate on internal and external forums and communities, providing advice and best practices.
  • Promote the SMA suite through writing technical white papers, publishing blogs, or contributing to customer success stories.

    Required Skills/Experience:
  • Ideally a Bachelor degree, technical degree preferred.
  • Knowledge of ITSM and automation spaces (ideally some knowledge of SMA Suites, Micro Focus Service Manager, Micro Focus Asset Manager, UCMDB, Universal Discovery).
  • Virtualization & containerization technologies (i.e. Docker, Kubernetes) - Beneficial
  • Linux experience - (Red Hat, shell, scripting, configuration).
  • Good debugging and troubleshooting skills.
  • Good networking skills (IP, load balancers etc.) - Beneficial
  • Customer facing role that includes, but is not limited to, issue resolution and escalation management at the technical, business owner and executive levels
  • Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
  • Excellent verbal and written communication skills.
  • Passion for working with customers.
  • Excellent organization and time management skills.
  • Autonomous in resolving problems without Product team assistance.
  • Experience working in a multi-cultural global organization.
  • Willing to travel in-country and internationally possibly upto 25% travel

Similar jobs

Similar jobs