ITSM Consultant / Professional Services Engineer

About the role

We are seeking an experienced IT Service Management (ITSM) Consultant / Professional Services Engineer to lead the implementation, configuration, and customization of Perpetuuiti ITSM solutions for our clients. The role involves translating business requirements into robust ITSM processes, delivering technical expertise, and providing high‑level support throughout the project lifecycle.

Key responsibilities

• Implement and configure Perpetuuiti ITSM solutions based on client specifications.
• Gather and analyse business and technical requirements to design appropriate ITSM workflows.
• Configure Incident, Problem, Change, Request, Asset, and Service Management modules.
• Design and set up approval processes, SLAs, and notification rules.
• Perform system customization, testing, deployment, and troubleshooting.
• Develop and maintain integrations with third‑party applications using REST APIs and Web Services.
• Support data migration, system upgrades, and production deployments.
• Prepare technical documentation, configuration guides, and user manuals.
• Conduct client demonstrations, training sessions, and knowledge‑transfer activities.
• Provide L2/L3 technical support and resolve implementation‑related issues.
• Collaborate closely with project managers, developers, and client stakeholders.

Required profile

• 3–5 years of experience in ITSM implementation or professional services.
• Hands‑on experience with Perpetuuiti ITSM (mandatory).
• Strong understanding of ITIL and IT Service Management processes.
• Proven ability to work on client‑facing consulting projects.
• Excellent communication and documentation skills.

Required skills

• Perpetuuiti ITSM platform.
• ITIL framework.
• Incident, Problem, Change, Service Request, Service Catalogue, SLA, Asset and Configuration Management.
• ITSM tool configuration and customization.
• Workflow and business‑rule configuration.
• REST API and Web Services integration.
• SQL / database querying.