ITSM Technical Account Manager

Job Description

Required Skills / Experiences

• IT Service Management (ITSM), IT Operation Management (ITAM), and Unified End User Management (UEM)
• Assist the sales team in qualifying sales opportunities.
• Deliver customized exceptional presentations and demos, to present and demonstrate ZONE solutions and services to customers.
• Conduct technical assessments and build a scope of work/low-level technical scope based on the business requirements.
• Deliver solutions-related documentations that could include technical proposals/fact sheets proposal/fact.
• Improving the overall customer experience by serving as the customer advocate and playing a key role in assisting our clients to maximize their investment in Technology.
• Participating in building ZONE technical content library. Ex. Knowledge base, service catalog, and other technical contents.
• Assist in representing ZONE in any form (i.e. seminars, technical or marketing, conferences events.
• Workshops and Training: Deliver technical training for customer knowledge transfer and for helping customers to consume their products and services.
• Ad hoc Services: Short and time-limited engagements focused on implementing specific scenarios, customer-specific issue remediation, or support.
• Mentor other team members on deployed solutions and best practices.
• Perform other related duties as assigned.
• Experience in same or similar technology: 3+ (Ivanti, ServiceNow, SolarWinds, …)
• Should be a practitioner in the area, focused on core IT Service Management / ITIL functions.
• Experience being involved in different types of solution implementations.
• Good technical background with the ability to discuss architecture, hardware, and software.
• Experience across different industry sectors.
• Good Experience with CMDB, Asset Management.
• IT networking skills and experience.
• Excellent understanding of Windows, UNIX, and Linux infrastructure including File System, Registry, Active Directory, user profiles, and security.
• Understanding of virtualized technologies such as VMWare and Hyper-V
• Acceptable experience with databases such as MYSQL, PostgreSQL, and MSSQL.
• High sense of responsibility and ownership, acting like an owner in what you do.
• Exceptional communication and presentation skills.
• Being able to work on their own or in a team.
• Being able to work to tight deadlines.
• Ability to maintain composure during a stressful situation.
• Handling many tasks & responsibilities.
• Fluent in Arabic and English.

Qualifications

• Bachelor’s degree in Computer Science or equivalent.
• ITIL Expert (Must)
• ISO 20000 Foundation (Preferred)
• Ivanti Certified Solution Expert (Preferred)
• Microsoft Certified System Engineer – (Preferred)
• CCNA (Preferred)