Pre-sales Technical Solutions Consultant - Service Now ITSM / CSM

About TP

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs 

Teleperformance and You

Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at Teleperformance as an agent and advanced to the pinnacle of the company? At Teleperformance, the sky is the limit!

Purpose

We are seeking an experienced and dynamic Pre-Sales Solution Consultant to support our ServiceNow ITSM (IT Service Management), CSM (Customer Service Management), and ITOM (IT Operations Management) offerings. In this role, you will serve as a trusted advisor to potential clients, showcasing the value of our solutions, driving technical discussions, and enabling successful sales engagements.

This position is 100% work at home.

Your Responsibilities

• Collaborate with sales teams to understand client needs and propose tailored solutions using the ServiceNow ITSM, CSM, and ITOM platforms.
• Conduct compelling product demonstrations, proof of concepts (POCs), and technical presentations to showcase the value of ServiceNow solutions.
• Engage with client stakeholders, including technical teams and executive leadership, to identify challenges and align ServiceNow capabilities with business goals.
• Design solution architectures and workflows, highlighting how ServiceNow can streamline processes and address client pain points.
• Collaborate with the sales and delivery teams to create technical documentation, solution proposals, and responses to RFPs/RFIs.
• Stay updated on the latest ServiceNow platform features, capabilities, and market trends to ensure solutions meet evolving client needs.
• Support client workshops, discovery sessions, and technical deep dives to build confidence in ServiceNow solutions.
• Collaborate with internal teams to ensure alignment between proposed solutions and delivery capabilities.
• Act as a technical liaison between clients and internal teams during the pre-sales process, addressing questions and concerns promptly.

Competencies, Skills, and Professional Background

Educational Background

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field, or equivalent work experience.

Work Experience

• Minimum of 5 years of experience in pre-sales or technical consulting roles, with a strong focus on ServiceNow ITSM, CSM, and ITOM products.

Special Certifications

• Required
  • ServiceNow Certified System Administrator (CSA)
• Preferred
  • ServiceNow Certified Application Developer (CAD)
  • ITIL Foundation Certification (v3 or v4)
  • ServiceNow Certified Implementation Specialist – ITSM
  • ServiceNow Certified Implementation Specialist – CSM
  • ServiceNow Certified Implementation Specialist – ITOM

Technical Skills

• Demonstrated ability to design and present complex technical solutions clearly and compellingly.
• Expertise in ServiceNow platform capabilities, including workflows, integrations, and customizations.
• Solid understanding of ITIL frameworks and ITSM best practices.
• Experience in pre-sales for SaaS platforms or cloud-based solutions.
• Familiarity with integration technologies such as REST/SOAP APIs and data transformation tools.
• Experience with Now Assist and Creator Assist
• Experience with integrating common telephony cloud solutions (e.g. Genesys, Amazon Connect, etc.)
• Experience working with monitoring tools and strategies related to ITOM.
• Project management experience or certification (e.g., PMP, Agile/Scrum certifications).
• Focus on continual training on new ServiceNow technologies to keep skill sets current.

Soft Skills

• Excellent communication, presentation, and interpersonal skills, with the ability to engage technical and business audiences.
• Strong problem-solving skills and a client-first mindset.

Leadership Competencies

• Smart and Decisive with Data: The ability to identify patterns across situations that are not related and to identify fundamental or underlying issues in complex problems using data.
• Transformational Leader – Empathy, E.I. & Resilience: Awareness and understanding of your strengths, limitations, values, how you best perform, and your ability to manage feelings, thoughts, and behaviors – leading to successful interactions and relationships.
• Agile Mindset: Promote a culture of continuous feedback and improvement, allowing teams to react quickly to change, preventing issues by optimizing progress speed, and enabling teams to reroute as necessary based on the dynamic BPO cadence.
• Adaptability: The ability to effectively adapt to various situations, individuals, or groups, understand and appreciate different and opposing perspectives, and adapt the approach as the requirements change.
• Global Thinker: The ability to develop a broad, big-picture view of Teleperformance and its mission, considering threats, trends, opportunities, and stakeholder focus, links long-range vision to daily work.
• Innovative and Creative: The ability to imagine something new and realize it.
• Purposeful and Impactful: Constantly aware of the reason for doing, the significance of what you are doing, and the effect it will have.
• A True Partner: The ultimate collaborator seeking to add value in every interaction, sensing joint accountability in all business scenarios
• Authentic and Connected Leader: The ability to understand other people, hearing and understanding the expressed thoughts, feelings, and concerns of others, fosters a psychologically safe environment that will encourage professional and personal growth, leading to the development of future talent.
• Infinite Learner: Forever curious to pursue the learning opportunities provided, discovers their own, and constantly learn on the job.
• Digitally Smart: Adapt rapidly to new technology when needed, including integrating and accepting new system tools, applications, and methods—employing technology to optimize organizational and individual performance.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer