What are the responsibilities and job description for the Implementation Specialist position at Process Panda?
About Process Panda
Process Panda is an award-winning ITSM and PSA consultancy, delivering cutting-edge SaaS solutions like HaloITSM and HaloPSA. With HaloITSM being the fastest-growing ITSM platform and HaloPSA rapidly gaining market adoption—we are leading innovation in IT service and MSP operations management. Our commitment to customer success is reflected in our 99% customer retention rate and an NPS score of 95.
With an international footprint, Process Panda and Halo serve MSPs, mid-market, and enterprise clients, including Microsoft, Bright Horizons, Perdue Farms, the US House of Representatives, McLaren F1, and over 3,000 MSPs worldwide. Join us in delivering world-class solutions to modern IT teams and service providers.
Role Overview
We are seeking a self-motivated Implementation Specialist to join our Professional Services team, playing a key role in the successful implementation of the HaloITSM and HaloPSA platforms for our North American customers. This is an exciting opportunity to work with cutting-edge technology teams and forward-thinking MSPs, delivering an innovative platform that drives tangible business outcomes.
Key Responsibilities
• Lead end-to-end implementation projects of HaloITSM and HaloPSA for clients across diverse industries, including Education, Healthcare, Finance, Legal, and Government sectors, as well as leading MSPs.
• Collaborate with clients to gather and analyze business requirements, ensuring solutions align with their operational needs and strategic goals.
• Configure and customize HaloITSM and HaloPSA to optimize workflows, enhance automation, and drive efficiency.
• Deliver training and workshops to empower customers in utilizing the platform effectively.
• Act as a trusted advisor, providing best practices in ITSM, PSA, and service management optimization.
• Work closely with cross-functional teams, including Sales and Customer Success to ensure seamless solution delivery.
• Provide ongoing post-implementation support and assist in continuous improvement initiatives.
• Maintain expertise in ITIL, ITSM, and PSA best practices to enhance consulting capabilities.
Ideal Candidate Profile
• Strong understanding of IT Service Management (ITSM) or Professional Services Automation (PSA).
• Experience with HaloITSM, HaloPSA, or other ITSM/PSA platforms (e.g., ConnectWise, ServiceNow, Autotask, Freshservice, etc.). Experience with the ITIL framework is desirable.
• Proficiency in SQL for data querying, analysis, and optimization, along with experience working with APIs for data integration and automation. Both strongly desirable.
• Previous experience in solution consulting, IT project management, or business process optimization desired.
• Strong communication and presentation skills, with the ability to engage both technical and non-technical stakeholders.
• Ability to work on-site at our Tampa, FL office and travel to customer locations if required.
• Self-motivated, proactive, and passionate about delivering exceptional customer experiences.
Why Join Us?
• Work on exciting projects with some of the world’s leading IT teams and MSPs.
• Enhance your technical and business consulting expertise in a fast-growing industry.
• Be part of a highly regarded, customer-centric team with an international presence.
• Competitive salary (flexible based on experience) and benefits including 3 weeks PTO, with opportunities for growth and career development.
• Opportunity for travel for on-site meetings, industry conferences and events.
Join us at Process Panda and be a key part of transforming IT service and business management with the fastest-growing ITSM and PSA platform in the market!