Solution Architect -Service Desk/OSS

Publication Date:
May 29, 2023

Ref. No:
465188

Location:
Remote, US, 99999

The future is our choice

At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

As a Solution Architect you are responsible for developing frameworks, tools, methods, and solutions to advance and support practice area growth within your field of expertise. You are recognized as the subject matter expert both internally and with customers developing complex ITO technical solutions as part of an overall solution framework and engagement team. This role will translate client needs into specific technical requirements that are agreed upon contractually and with the line of business members ultimately responsible for operating them; including conceptual services design, detailed costing, contractual statement of work, and SLAs. Design and Architect Help and Interaction Center Local/OSS - On Site Services and Help and Interaction Center Live/Service Desk services as part of a large ITO with supporting technologies while meeting Clients budget and RFP/RFI

Must have:
Understanding of On-Site Service Methodology

Experience all channels of service; Onsite, dispatch, depot, OEM, Lockers, Vending, and other channels specific to customer

Knowledge of Application Packaging processes

Knowledge of OS patching processes

Knowledge of Hardware and Software asset management and tooling

Knowledge of End User Computer Analytics

Knowledge of Locker technologies as relating to IT Support

Knowledge of Vending technologies as relating to IT Support

Knowledge of Mobility support, including smart phone and tablets Certifications can include Windows Desktop Operating Systems, MS Config Manager, Mobile Device Mgmt. (AirWatch, Workspace ONE, Citrix, InTune, ), etc.

Understanding the overall IT Service Desk methodology with experience and knowledge in the following areas; Omni-channel IT support for phone, web, email, chat communications between a user and the Service Desk Automated chatbots and virtual agents used to drive down the need for live Service Desk agent support

Knowledge Management used for automation tools, end users self-service and Service Desk agents Various ITSM systems such as ServiceNow, HP Service Manager, Remedy and their respective self service portal capabilities Genesys SIP and other VOIP systems including cloud based IVR such as AWS Connect used to route voice calls to the Service Desk Advanced Microsoft Office skills in O365, Excel, Word, PowerPoint, Teams, Skype and Visio ITIL v3 Foundation certification

Requirements. Including the following:
Develop the tools, methods and requirements to accurately assess risk, value, and architectural direction of opportunities within area of expertise

Create technical and services solutions that are market competitive as well as targeting specific client needs Identify & design innovative options for existing client contracts to ensure client retention during renewal periods

Develop "blueprint" technical solutions in both pre-sales, and where appropriate, post sales initiatives

Develop the transformative storyboard translating client’s journey from Current Mode of Operation through Future Mode of Operation in alignment with the client’s business objectives

Remain current with new technologies and innovations and recommend new technologies when appropriate.

Primary focus should be on integrating automation based on client’s requirements & budget allowance

Maintain certifications relevant to job role Understand Atos’ offshore plans & strategies and implement accordingly in solution designs

Create and maintain vendor relationships to stay abreast of technology and maximize opportunities for utilizing these technologies and creating a competitive advantage Procure costing information and quotes as necessary for the technical solutions designed

Contribute to technical presentations, Bill(s) of Material, and Scope of Work contracts for clients, partners and prospects

Assist in Support of Business Development opportunities as requested Serve as the key interface to Service Delivery to assure solution acceptance

#LI-US #LI-REMOTE

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

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Choose your future. Choose Atos.