It service transformation consultant - chatbot, livechat & itsm - 100% remote

Since 2011, SQUAD Group has been a key player in the cybersecurity and IT infrastructure landscape. We partner with leading organizations to support their digital transformation through a comprehensive 360° offering of consulting, integration, expertise, and managed services.

Our mission: Securing Together!

We believe in a collaborative approach, where experts and clients work hand-in-hand to anticipate needs and deliver measurable improvements to service quality.

As part of our growing team, we're seeking an IT Service Transformation Consultant to join the Digital Workplace support organization of a major global player in the maritime transport and logistics industry. This is a fully remote position, based in Spain. You will play a central role in transforming digital support channels and structuring ITSM practices across a large, multi-stakeholder environment.

Your Role

You will drive several structured missions around the transformation of support channels (chatbot, LiveChat) and the structuring of ITSM processes, working in close interaction with Service Desk teams, internal support teams, the managed service provider, and business stakeholders.

Your Responsibilities

• Define and structure the chatbot hypercare methodology, document processes, and set up monitoring tools (dashboards, indicators, control frameworks) to increase the share of requests handled by the chatbot and reduce ticket volume.
• Coordinate workshops between the managed service provider and internal teams to support the rollout of a new LiveChat channel, contributing to scoping and go-live.
• Define the post-launch hypercare methodology for LiveChat, structure steering and control tools, and design follow-up reporting.
• Analyze global user satisfaction survey data (raw data, synthesis, verbatims), identify improvement areas, and produce a structured improvement plan.
• Formalize and document key support processes (knowledge base management, access management, automated process maintenance), ensuring consistency, quality, and maintainability.
• Act as business analyst (AMOA) for the development of ServiceNow Service Requests: gather business needs, write functional specifications, support form design and development, coordinate with technical teams, and participate in testing and validation.
• Contribute to reporting production and billing support, consolidating operational and financial data and ensuring consistency between activity data and invoicing.

What You Bring

• Proven experience in ITSM, Service Desk, or Digital Workplace environments.
• Experience leading cross-functional projects involving multiple internal and external stakeholders.
• Experience structuring ITIL-based processes.
• Experience in business analysis (AMOA): needs gathering, functional specifications, testing/validation.
• Good understanding of IT reporting and financial steering challenges.
• Strong project management and multi-stakeholder coordination skills.
• Data analysis skills (quantitative and qualitative/verbatim).
• Knowledge of ServiceNow (service catalog, workflows).
• Experience building and leveraging reporting, ideally with Power BI.
• Understanding of IT billing mechanisms.
• Excellent written and verbal communication skills, with the ability to simplify and make complex topics accessible.
• Autonomy, rigor, results orientation, and a strong customer service mindset.

Environment

ServiceNow, Microsoft/M365, chatbot solutions (OpenAI, Microsoft), LiveChat (Genesys PureCloud), and reporting tools (Power BI or equivalent).

Why Join Squad?

• Personalized Growth: We help you build a training and certification plan aligned with your professional goals through our SquadeXpérience.
• Expertise Development: Participate in internal events like our MixYourTalent webinars and monthly CTF sessions.
• Visibility: Attend major industry conferences and contribute to our #TheExpert technical blog.
• Culture: Enjoy a dynamic and close-knit environment with after-work events and team gatherings that foster great camaraderie.