Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.
Position Summary
Under the general direction of the Director of Client Services, the candidate will lead improvement initiatives related to both internal and external customer interactions with Client Services tools, including third-party customer relationship management (ServiceNow) software, telephony infrastructure, and integrations with other internal and external software. The role involves developing and presenting technical architectures and approaches to address complex problems, ensuring solutions are implemented efficiently and require minimal maintenance. The candidate will identify opportunities for collaboration with internal and external parties to support business objectives and the tools roadmap. Additionally, they will serve as a liaison to internal IT and external partners, handle escalated customer questions from internal stakeholders. The candidate will also review and approve proposed solutions from other developers, offering recommendations based on their extensive experience with ServiceNow.
Key Areas of Responsibility
- Identify changes that have the potential to introduce risk including but not limited to; exposure of personally identifiable information (PII), database performance issues, or integration degradations/inaccuracies.
- Independently update development tasks and include relevant stakeholders where applicable at regular intervals and on an as needed basis
- Document operational procedures and work instructions associated with development tasks or operational activities that are related to supporting users of the platform as required.
- Pro-actively identify opportunities and propose solutions to create a better customer (internal or external) experience from interactions with customers or internal team members
- Work closely with project leads, developers, and the scrum master to analyze complex issues incorporating multi-faceted use cases and factors and provide recommendations for architectures to meet the business need(s)
- Assess objectively and subjectively the proposed architecture of developers and create a framework to assess their proposal and make recommendations.
- Create and manage a program to evaluate the complex issues business needs solved, and how proposed architectures will meet or exceed that business need
- Perform software testing and document test instructions
- Prioritize multiple tasks against their changing priority quickly and decisively based on deadlines while keeping key stakeholders informed of the changes
- Escalate and resolve issues/questions to 3rd parties (i.e., ServiceNow) as needed·
- Identify and socialize requirements with 3rd parties and manage the resource(s) effectively and efficiently when required.
- Pro-actively identifying issues that may introduce or exacerbate current/known customer issues in the Support Portal· Participate in the scheduling, execution, and management of upgrading tools including 3rd party customer relationship management system (i.e., ServiceNow)
Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language
- 4+ Years development in ServiceNow or equivalent experience in another CRM tool
- 2+ years development experience with API and Web Services
- 2+ years working with Databases (e.g., Oracle) in an operational or development capacity
- 6+ years of experience within an IT organization in a product support or development capacity
- Working knowledge of programming languages including but not limited to HTML/CSS and JavaScript
- Familiarity with AJAX, AngularJS, Jelly Scripting, MID server setup· Familiarity with web service integrations using REST, SOAP, etc.
- Familiarity with mobile app design and development for iOS and Android· Bachelor’s degree in computer science, another relevant field of study, or equivalent work experience
- Experience building, maintaining, and establishing best practices for customer relationship management solutions and their integrations
- Experience in website administration, including managing domain registration, certifications, and related configuration tasks
- Excellent written and oral communication skills and attention to detail
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!
