CSG Strategic Advisor

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Requirements:

• 5+ years of experience supporting IT Operations for Enterprise customers
• Understanding of ITSM processes, incident management, AIOps, ChatOps, CSOps
• Understanding of monitoring and observability systems such as New Relic, Nagios, Zenoss, Splunk
• Excellent at multi-tasking, are self driven, and can work both independently and with a cross functional team
• Strong communication skills to build and manage relationships with new and existing clients, with a focus on growth.
• Ability to break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive
• Ability to come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail
• Ability to travel to customer sites as necessary

Responsibilities:

• Lead discovery sessions with large, enterprise customers to assess and analyze inefficiencies in existing tooling, processes, and operations (current state)
• Apply product knowledge to advise on optimal solutions for streamlining and improving tooling, processes, and operations using PagerDuty product (future state)
• Develop PagerDuty architectural and process designs and corresponding requirements that support customers’ business and technology initiatives while taking into account complexities in customer environments
• Translate requirements to project delivery scope and schedule using implementation roadmaps and project plans while identifying delivery risks and issues to meet customer expectations
• Position PagerDuty professional services and product SKUs as applicable to solve customer problems
• Assist in the execution of defined project plans by collaborating with internal PagerDuty teams (Customer Success managers, Product Managers, Project Managers) and customers as required  through the customer delivery lifecycle
• Improve PagerDuty professional services practice by compiling best practice information, building project plan templates and defining internal handovers
• Support technical conversations to influence and improve product adoption while advocating general digital operations best practices
• Support product adoption metrics across multiple enterprise customers as needed