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Solution Architect (Service Desk / Field Services) Job

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Job Title: Solution Architect (Service Desk / Field Services)
Job ID: 275076
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

Org Marketing Statement

Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations.

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

Day to Day Work

Role Purpose

Responsible for consulting with customers in selling and supporting company and/or multi-vendor products and systems. Provides technical support in sales presentations; product demonstrations, customer training, and delivery of professional services. Understands, develops and delivers solutions to customers' business, technical and educational needs. Highly qualified professional and can handle assignments requiring a wide application of theories, concepts and principles. Incumbents typically function as a high level individual contributor (highly recognized resource). Accounts are characterized by a high degree of complexity in the hardware, systems software, application software and management environments. Exercises considerable latitude in determining technical objectives of assignments. Interacts with mid-management level customer personnel on technical matters often requiring coordination with groups across organizational lines. Applies extensive knowledge and expertise as a specialist in a specific area or as a generalist. Demonstrates a broad understanding of the technical field/industry or deep understanding of certain areas. Viewed as expert in given fields by both company and customer.

The Solution Architect 3 will be responsible for the Clients technical design within Unisys Managed Services and ITO engagements. This will include end-to-end responsibility for the technical solution from the initial contact with the client whole the way thru to a signed contract. The team is exclusively dedicated to pre-sales activities.

Key Responsibilities / Outcomes

In accordance with the then current corporate guidelines, the Solution Architect 3 is expected to:
- Develop future mode of operation technical architecture fulfilling the client's requirements.
- To define the transformation path for successfully move over to the target environment.
- Actively engage with target clients to define the requirements for the future architecture, and to present the Unisys solution and value proposition.
- Make sure innovation and new technology is brought into the solutions to make the future mode of operation as effective as possible.
- Engage and drive pre-sales workshops with clients to establish trusted relationships with the clients at senior management level.
- Development of proposals, Statement of Works, client presentations, Cost calculations for technical solution for engagements.
- Design and development of roadmaps/blue prints for technical infrastructure, including hardware and software - primarily the Microsoft platform but potentially also different blends of Linux and UNIX.
- Design and development of methodologies which allow for transfer, transition and transformational approaches.
- The Solution Architect 3 is expected to cover one or both of the two below outlined portfolio responsibilities:
Field Services

Candidates must have experience of working with enterprise wide field operations solutions in a consulting, solutioning or delivery role.

Candidates can provide previous experience and knowledge around the full end to end call flows and understand all of the essential solution components that provide end user satisfaction and call resolution when an on-site intervention is required.

This will include call handling through the service desk or call reception centre, service request call flows and tool interfaces, forward and reverse logistics, call closures, warehousing, staging and disposals.

The candidate should demonstrate their understanding of the various cost drivers and an innovative approach to solutions as the market is moving away from traditional break/fix activities to more customized solutions.

Candidates will have good foundation knowledge of ITIL processes and adjacent service offerings such as service desk.

Service Desk

Candidates must have experience of working with enterprise wide service desk solutions in a consulting, solutioning or delivery role based upon ITIL best practices. Knowledge of BMC Remedy or an equally well recognized industry service management platform is desired and candidates must be able to demonstrate knowledge and experience of working on multinational projects that deliver global solutions using multiple languages and delivery from various service centers around the globe.

Candidate should be able to demonstrate experience with using new technologies and innovative solutions to provide true end user benefits that drive down costs such as self service portals, chat, etc.

Candidates should also be familiar in design robust and efficient Service Desk solutions across different Delivery Centers while combining both on-shore/near-shore/off-shore sourcing scenario's.

Role skills

Candidate should also have experience with other supporting processes and technologies which can ensure powerful Service Desk implementations:

Continuous Service Improvement and Root Cause Analysis

Knowledge Management

End-user Portal

Service Catalogue

Password Reset


Candidates will have ITIL V2/3 Foundations certification, ITIL V2/3 Managers/Expert and Six Sigma certification would be an additional asset.

To be successful in the role, a wide technological background is required, together with experience from various large international infrastructure transformation projects.

The role requires to blend several key aspects which are required in order to be successful in winning these types of contracts.

Deadline of application submission: 22nd January, 2015

Closing Statement

In return, we offer a competitive compensation package and the exciting opportunity to be part of a rapidly growing international company. Successful applicants can look forward to challenging career prospects.

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