About the Role
As a Barista Professional Services Consultant, your overall mission is to drive customer success through the successful delivery of Barista implementations. You will partner with customers to translate business requirements into practical solutions, guide deployment activities, and help deliver a strong employee experience through effective use of the Barista platform.
The Professional Services Consultant role is responsible for the design, configuration, testing, and support of Barista solutions, including third party integrations and related implementation components. This role works closely with customers and internal teams to ensure solutions are delivered accurately, efficiently, and in alignment with project scope and best practices.
About the Responsibilities
-Experience gathering requirements, supporting UAT, and driving implementation delivery
-Lead customers through the setup, configuration, and implementation of Barista with third party applications
-Configure REST based APIs
-Setup and implement SSO and related authentication components
-Contribute to improvements in implementation procedures, standards, and documentation
-Partner with customers and Customer Success teams to enhance the overall employee experience
-Partner with product and engineering teams by sharing implementation feedback and field discovered needs
-Conduct product demonstrations and support proof of concept delivery
Hard Skills and Qualifications Required:
-Experience in customer facing roles across enterprise pre sales or delivery
-Hands on experience with enterprise ITSM platforms such as ServiceNow, Ivanti, Jira, and similar tools
-3 to 5 years of experience in a technical consulting or customer success role strongly preferred
-Ability to rapidly embrace and learn new AI/ML/NLP technologies
-ITSM or HR domain knowledge and familiarity with industry best practices
-Familiarity with agentic AI and its practical applications
-A solid foundational understanding of cloud applications, ITSM, ITIL, and CMDB concepts
-Experience in one or more scripting languages, including Python, Perl, Unix shell, or Windows shell
Soft Skills or Qualifications Required
-Exceptional ability to communicate and foster positive business relationships
-Strong problem solving and critical thinking skills in customer delivery environments
-Ability to manage multiple projects while maintaining focus on solution quality and customer success
-Experience representing the brand effectively and reinforcing value through the customer experience
-Strong stakeholder management and cross functional collaboration skills
-Excellent project management skills with a strong focus on customer delivery
-Ability to document clearly and deliver effective customer facing communication and knowledge transfer
Skills Required
- Experience in customer-facing roles across enterprise pre-sales or delivery
- Hands-on experience with enterprise ITSM platforms such as ServiceNow, Ivanti, Jira
- 3 to 5 years of experience in a technical consulting or customer success role
- Ability to rapidly embrace and learn new AI/ML/NLP technologies
- ITSM or HR domain knowledge and familiarity with industry best practices
- Familiarity with agentic AI and its practical applications
- Foundational understanding of cloud applications, ITSM, ITIL, and CMDB concepts
- Experience in one or more scripting languages, including Python, Perl, Unix shell, or Windows shell
- Configure REST based APIs
- Setup and implement SSO and related authentication components
- Experience gathering requirements, supporting UAT, and driving implementation delivery
- Strong communication, stakeholder management, and project management skills
What We Do
Espressive is the pioneer in AI for employee self-service, redefining how employees get help by delivering exceptional employee experiences. We were founded on the belief that getting help at work shouldn’t be so hard. While others have focused on solving the problems faced by help desk agents, Espressive shifted the focus to the employee—because you can’t have self-service if your employees are not engaged. However, this doesn’t mean the help desk is left behind. When you improve the employee experience through automation, you reduce redundant help desk work, enabling agents to focus on more strategic projects. Barista, our AI-based virtual support agent (VSA), brings the ease of consumer virtual assistants, such as Amazon Alexa and Google Home, into the workplace. Barista automates resolution of employee questions, issues, and requests with personalized experiences that result in employee adoption of 80 to 85% and reduced help desk call volume of 50 to 70%.
