- Company Name
- Rhapsodies Conseil
- Job Title
- Consultant Expert Transformation Plateforme ESM/ITSM & Digital Experience F/H
- Job Description
-
**Job Title**
Expert Consultant – ESM/ITSM & Digital Experience Transformation
**Role Summary**
Provide end‑to‑end strategic guidance and practical implementation for Enterprise Service Management (ESM)/ITSM platforms and Digital Employee Experience (DEX) initiatives. Own the definition of vision, roadmap, process transformation, tool deployment, and adoption strategy for clients, delivering high‑impact consultative deliverables and steering complex transformation projects.
**Expectations**
- Act independently on strategy‑level engagements, delivering audits, roadmaps, and benchmark reports.
- Lead or co‑lead complex missions, including mentoring a team of junior consultants.
- Support business development: prospecting, proposal writing, and stakeholder presentations.
- Continuously update internal knowledge assets and best‑practice resources.
**Key Responsibilities**
1. **Strategic Vision & Roadmap** – Define target ESM/ITSM & DEX architectures and create step‑by‑step roadmaps aligned with client performance and user satisfaction goals.
2. **Service Offering Design** – Structure and refine IT service portfolios, processes, and SLAs to enhance value perception across the organization.
3. **Platform Deployment & Optimization** – Pilot, configure, and evolve ESM/ITSM solutions (ServiceNow, EasyVista, Ivanti, Freshworks, Matrix42, Jira SM) and DEX analytics tools (Nexthink, Lakeside SysTrack, Riverbed Aternity, 1E Tachyon, INTERACT).
4. **Maturity & Market Analysis** – Conduct maturity assessments, benchmark studies, and DEX diagnostics to inform strategic decisions.
5. **Change & Adoption Management** – Design user‑centric adoption programs: personas, digital journey maps, ambassador communities, usage KPIs, and satisfaction surveys.
6. **Leadership & Collaboration** – Manage complex projects, coach junior consultants, partner with product, data, architecture, and CIO Office teams; contribute to practice promotion through articles and presentations.
7. **Commercial Contribution** – Draft proposals, participate in sales pitches, and evaluate commercial opportunities.
**Required Skills**
- Minimum 5 years of consulting or ESM/ITSM project experience (DEX exposure preferred).
- Deep knowledge of at least one ESM/ITSM/ITOM/ITAM platform (ServiceNow, EasyVista, Ivanti, Freshworks, Matrix42, Jira SM).
- Experience with DEX solutions (analytics, employee surveys, digital experience monitoring).
- ITIL Foundation certification; additional ITIL certifications and ESM/ITSM platform certifications advantageous.
- Strong analytical, project scoping, and transformation leadership capabilities.
- Excellent written communication for audits, benchmarks, and proposals.
- Professional fluency in English; French advantageous but not mandatory.
**Required Education & Certifications**
- Bac+5 (Master’s level) in engineering, business, or university studies focused on Information Systems, Digital Transformation, or Innovation.
- ITIL Foundation certification required.
- Platform‑specific certifications (ServiceNow, EasyVista, etc.) preferred.
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