Lead Developer/ Service-Now / Salesforce

Norman, OK 73072

Industry: Salesforce, iOS Developer Job Number: 4492

Objectives – Year One

·         Create a strategic road-map driving our client to be ITIL driven service delivery organization

·         Deployment and configuration of ServiceNow Platform – Implementation of ITSM/ITIL framework

·         Implement CMDB, Orchestration, and Self-Service Modules in ServiceNow

·         Improve agent and client satisfaction of the service delivery platform (ServiceNow)

Duties

·         Gather internal and external customer requirements to ensure solution design matches expectations

·         Create and present detailed technical proposals to prospective internal and external clients

·         Develop and implement solutions that match the requirements

·         Train internal and external users on how to use the newly developed solution

Relevance

As part of the Innovation Team, you will work with all departments at the company and with it' s clients. This is a highly visible role with significant influence and impact on all aspects of the firm. In this role, you will

·         Create solutions that will enable your peers (service agents) to deliver high-quality service to the companies Client resulting in high case survey feedback (tNPS Score)

·         Enable clients to submit and process their needs using self-service technology resulting in high client satisfaction

·         Create solutions that will provide transparency and visibility to everyone in the firm

In this role, you will be measured using below data points

·        Company adoption of ITIL framework

·         Survey feedback from Agents on ServiceNow Platform

·         Survey feedback from Clients on the companies Service Delivery

·         How well you scope, prioritize, and implement solutions

Responsibilities

·         Be the subject matter expert on ITIL

·         Review and identify workflows and processes that can be improved using technology

·         Meet with Agents and understand their needs and provide tactical and strategic solutions

·         Lead the workshops and solution design for new and improved workflows

·         Perform platform reviews and upgrades as new features and technologies are released by Vendors

·         Perform development and integration tasks

·         Create scope and solutions design document

·         Provide daily/weekly updates on open tasks and projects

·         Communicate with external clients on client-facing project

EXPECATIONS

·         You will document all the requirements and clearly communicate with all stakeholders throughout the process

·         You require very little oversight and management. A self-starter with the ability to execute solo projects

·         You will work with team members across multiple geographies

·         You will work on multiple projects at the same time with aggressive timelines

·         You will be a master the art of prioritization and communication when working on multiple projects

·         You will develop and maintain ServiceNow and several other platforms at the client– Salesforce, Domo, internally developed C# applications

Requirements

·         Three (3) years’ experience designing and implementing ITIL and ServiceNow Platform

·         Strong JavaScript programming experience

·         Scripting language like Perl or PowerShell

·         Understanding of web services

·         Effective oral and written communication skills

 

PREFERRED EXPERIENCE

·         Experience developing and implementing self-service technology

·         Experience working in MSP environment

·         Experience implementing Orchestration and ITOM Modules in ServiceNow

·         Experience developing in Salesforce.com or Force.com (APEX)

·         Source versioning system e.g.: TourtoiseSVN

Education

B.S./B.A. degree or relevant experience preferred

 

Claire Williams
Director of Talent Acquisition

Claire is a graduate from Queens College with a degree in Political Science and has been with The Phoenix Group since May of 2004. Claire got into recruiting while on an interview with a search firm and the owner said to her "forget working your way through law school, you have the gift of gab! You should work here as a recruiter". When she is not in the office, she is working in the garden and playing with her 4-year-old golden Charlie.

 

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