Job Category: Information Technology

Microsoft Dynamics CRM Developer

Responsibilities

• Perform other duties generally expected of administrative staff personnel
• Lead Practice Council
• Define and Develop Partnerships
• Skill Inventory
• Produce key project management deliverables such as project charters, project plans, resource plans, risk mitigation plans, change management plans
• Help with CRM business development and thought leadership
• Develop, implement and maintain a detailed project work plan, including appropriate controls, governance structures and monitoring to meet schedule, budget and quality goals
• Establish and support knowledge-management repositories
• Develop and implement change-management processes
• Engage partners with onshore, offshore and near-shore workforces

Qualifications

• Adept at delivering white-boarding and architectural design sessions for customers
• Involved in planning of system and development deployment responsible for performing analysis to identify if applications meet software compliance standards
• Expert SRS report writing and data schema knowledge using SQL and FetchXML
• Strong interpersonal skills and ability to interact with clients in a professional manner
• Obtain and maintain Microsoft certifications
• Proven design, planning and implementation experience with Dynamics CRM

Technical Analyst

RESPONSIBILITIES

• Analyse and map process flows and system data flows and associated life cycle events
• Capture data requirements, functional and technical specifications, data flows and mappings, user guides, best practices, and configuration settings
• Translate business requirements from stakeholders into technical solutions and maintain the integrity of business-critical systems
• Proactively identify and address delivery/technical issues and challenges in order to ensure business outcomes are delivered.
• Development and design of technical solutions relating to data and business systems
• Integration of systems and other technologies, ensuring they are efficient and meets operational needs
• Training and knowledge transfers to business stakeholders
• Collaborate with systems team, business stakeholders, system integrators and vendors to ensure changes to all system processes are done effectively
• Management of all data integrations and processes (eg API, web services, etc)

SKILLS

• Experience in gathering requirements and translating these to detailed user stories
• Experience with Cloud technologies (eg Azure,AWS, etc)
• Flexibility and adaptability, responding quickly when situations and priorities change.
• Proven experience as an Analyst, with a strong understanding of technical concepts and the software development lifecycle
• Familiarity with project management methodologies and tools
• Previous and demonstrated solutions design experience
• Experience in Solution and Technical Design and Delivery
• Desirable experience in applications such as Finance, CRM, Billing, etc
• A broad technical background in the software and infrastructure spectrum
• Experience in integration tools (eg. Boomi, Talend, Informatica, SSIS, etc)

DESIRABLES

• Bachelor’s Degree in Computing, Information Systems, Engineering or another related field
• Minimum of 5 years’ experience in enterprise architecture and platforms

ServiceNow Developer

Tasks and Responsibilities

• Participating in client workshops, requirement gathering to provide solutions
• Preparing and assisting with functional and technical design workshops and providing input into estimates
• implementing and delivering client solution in adherence to ServiceNow technical best practice and standards
• Hands-on technical delivery (including development, testing and implementation) of cost-effective ServiceNow solutions using a number of technical skills such as HTML, XML, JavaScript/AJAX, Integrations (web services, SOAP, email, MID, etc)
• Contributing to client engagements both individually and as part of the team
• Ensuring technical deliverables to customers are complete, timely, consistent and of the highest quality
• Working with various clients across commercial to enterprise
• Achieving and maintaining ServiceNow certifications within the various product lines

Skills and Experience

• IT Degree or relevant tertiary education in Computer Science and/or recognised industry qualifications and experience;
• Technical skills in web-based technologies (HTML, CSS, JavaScript, XML, JSON and Web Services)
• Minimum 2 years’ experience working within a software development or platform development role
• Exceptional interpersonal skills, verbal communication and written communication
• High level of attention to detail with pride in the accuracy and presentation of information
• Experience with process flow and data modelling
• Ability to quickly develop an understanding of business processes and demonstrate exceptional problem-solving skills and lateral thinking
• A passion to grow as a consultant and learn how to help customers achieve successful outcomes
• Ability to manage competing priorities in a complex environment and devise creative technical solutions;
• Demonstrated experience in Agile project techniques and the ability to work independently as well as within a large team environment

Preferred/Highly Desirable Skills and Experience

• Consulting experience in a software development discipline
• ServiceNow experience and certifications (Certified System Administrator, Certified Implementation Specialist)
• ITIL Foundations
• Experience working in a structured environment with an understanding of the principles of project management methodologies such as AGILE (Scrum) and Water Fall (Prince/PMBOK)

Contact Center Developer

ITSM/ITOM ServiceNow Developer

Requirements

A ITSM/ITOM ServiceNow Developer

• Preparing and assisting with functional and technical design workshops including the design specifications based on out-of-the-box functionality / customer requirements and providing input into estimates
• Implementation and delivery of client solutions, while adhering to ServiceNow technical best practice and standards.
• Hands-on technical delivery (including development, testing and implementation) of cost-effective ServiceNow solutions using a number of technical skills such as HTML, XML, JavaScript/AJAX, Integrations (web services, SOAP, email, MID, etc)
• Be a lateral thinker who is analytical and able to quickly develop an understanding of business processes and demonstrate exceptional problem-solving skills;
• Demonstrate a high level of attention to detail with pride in the accuracy and presentation of information;
• Strong communication skills (both written and verbal), negotiation and collaboration;
• Performing as an individual contributor on client engagements or as part of the team while supporting Implementation and taking ownership of tasks and/or project workstreams
• Ensuring technical deliverables to customers are complete, consistent, high quality, on time, and deliver valued outcomes
• Ability to manage competing priorities in a complex environment and devise creative technical solutions;
• Demonstrated experience in Agile project techniques and the ability to work independently as well as within a large team environment
• A passion to grow as a consultant and learn how to help customers achieve successful outcomes
• You should expect to work with various clients from commercial to enterprise and have the ability to switch context and customer easily.
• Achieving and Maintaining ServiceNow certifications within the various product lines
• Commitment to the principles and practices of Equal Employment Opportunity and Work Health & Safety

Skills and Experience

• IT Degree or relevant tertiary education in Computer Science and/or recognized industry qualifications and experience;
• Technical skills in web based technologies (HTML, CSS, JavaScript, XML, JSON and Web Services)
• Minimum 2 years’ experience working within a software development or platform development role
• Exceptional interpersonal skills, verbal communication and written communication with a high level of attention to detail with pride in the accuracy and presentation of information;
• Experience with process flow and data modelling

Preferred / Highly Desirable

• Consulting experience in a software development discipline;
• ServiceNow experience and certifications (Certified System Administrator, Certified Implementation Specialist)
• ITIL Foundations
• Experience working in a structured environment with an understanding of the principles of project management methodologies such as AGILE (Scrum) and Water Fall (Prince/PMBOK)

IT Help Desk Technician

Responsibilities

• Serve as the first point of contact for customers seeking assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

 Requirements

• Proven experience as a help desk technician or in another equivalent customer support role
• Tech savvy with working knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills, written and verbal
• Customer-oriented, able to work autonomously and under pressure

Data Engineer

Role and Responsibilities

• Design, develop and maintain optimal data pipeline architecture to support data sets.
• Accumulate large, complex structured and unstructured data sets that meet business requirements.
• Build, prepare requirement documents.
• Design, develop and implement process improvements, automating manual processes, optimizing real time data delivery.
• Design and build the infrastructure required for optimal data extraction, transformation, and loading of data from a wide variety of data sources using ‘big data’ technologies.
• Build analytics models and tools that utilize the data pipeline to provide actionable insights on operational efficiency and other key business performance metrics.
• Work with stakeholders including the Executive, Product, Data and Software Engineering teams internally and also with the customers to assist with data-related technical issues and support their data requirements.
• Build complex automated data pipelines for creating datasets, facilitate efficient data management.
• Should have discipline in writing clean and tested codes.

Requirements

• Good working SQL knowledge and experience working with relational databases, as well as working familiarity with a variety of databases and data sets/feeds.
• Strong analytical skills of manipulating, processing, and extracting value from large structured, unstructured datasets/feeds.
• Strong working experience with big data technologies and tools such as Hadoop, data lake, Spark, etc..
• 2-3 years of experience in a data engineering / data warehousing role.
• Experience in Dbt and a SaaS company highly regarded
• Experience in dealing with subscription based data sets and systems, CRM, product data in event-driven architecture
• Experience with databricks and AWS regarded but not essential
• Great English and communication will be helpful
• Anyone with growth mindset and who wants a challenge to work in a startup. We get chaotic and a bit unstructured sometimes

ICT Manager

Responsibilities

• Lead and manage the IT department, ensuring alignment of IT strategies with business goals and objectives, effective budget management, and optimal delivery of IT services.
• Providing input as part of the IT Management team in formulating and fine-tuning the organisation’s overall IT strategy
• Developing and implementing operational IT plans within the division that execute the organisation’s overall IT strategy.
• Ensuring the development and implementation of IT Strategy remains in alignment with other divisions/region and in accordance with the best practice for quality, project and change management.
• Implementing a technology capability and framework that will support the efficient and flexible delivery of technology services within Nexon.
• Successful delivery of critical IT projects, ensuring they are delivered to time, cost and progress is tracked, communicated and escalated as necessary.
• Effective management of IT infrastructure, assets, and processes, resulting in improved performance and availability of IT services.
• Overseeing the ongoing maintenance/support of all infrastructure technology, applications and services across the division/region.
• Strong relationships with internal stakeholders and external vendors to ensure IT needs are met efficiently and effectively.
• Enhancing the skills and capabilities of the IT team, through training and development to enable them to support the organisation in achieving its strategic objectives.

Experience & Knowledge

• At least 10 years of experience in IT management or leadership roles, with a strong background in IT infrastructure and operations management
• Experience in developing and implementing IT strategies, policies, and procedures.
• Strong budget and cost management skills, with the ability to optimize IT spending while ensuring high-quality services.
• Experience in managing and developing teams, with a focus on people development and succession planning.
• Strong knowledge of IT infrastructure technologies, including network, server, storage, and cloud computing.
• Experience in managing and improving IT service management processes, including incident management, problem management, change management, and service transition.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.
• Experience in vendor management and contract negotiation.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Well-developed project management skills and appreciation.
• Highly familiar with Microsoft 365 environment; including licensing, structure, and capabilities.
• Familiarity with security concepts and best practices.

Genesys Engineer

Roles and Responsibilities

• Experience 4+ Years
• Administration of Genesys Contact Center. Create call flows, route points, add new users, check system logs, etc.
• Collaborate with Genesys Professional Services and subject matter experts in installing and troubleshooting Genesys components
• Provide on-call support to users by handling Service Requests and Incidents related to Genesys
• Providing extensive experience with Genesys products (ORS,URS, Composer, SIP Server, ICON, INFOMART, Pulse, GAAP other).
• Documenting design and build to enhance the technical documentation of solution.
• Genesys routing and support implementation experience.
• Strong knowledge of configuration and implementation of Genesys Framework.
• Strong knowledge of GMS & Digital eService
• Good knowledge of Genesys Infomart reporting.
• Good knowledge of Genesys Workforce Management.
• Conceptualizing and developing prototypes quickly in working with the product and architect.
• Engaging in engineering and development discussions, contributing to the conversation, providing your own opinions, asking thoughtful questions for clarification, and enriching the environment.
• Experience in leading/solutioning transformations from legacy to Genesys omnichannel CTI/IVR/contact center setup
• Contributing to the development of application design and coding standards and ensuring adherence across teams to said standards
• Strong Knowledge on SIP infrastructure, Genesys Administrator, Genesys Administrator Extension(GAX), Agent Configurations (CME), Universal Routing Server (URS), and Genesys Workspace Desktop Edition (WDE)
• Additional advantage with experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and Universal Routing Server (URS)
• A strong customer focus, with the drive and attitude to go “above-and-beyond” to deliver on commitments.

Presales Specialist

Responsibilities

• Develop Architected solutions for SMB customer opportunities across Cloud, Modern Workplace and Network technology practices.
• Ability to undertake pre-sales engagements, including opportunity identification and qualification, define solution architecture, bill of materials, estimate effort and prepare quotations and statements of work with Nexon Sales Reps.
• Common Networking technology use cases where a small solution involves a router, firewall and Carriage Qualification + CPE
• Small Compute and Backup Software licensing quotations for Microsoft M365 technologies
• solutions for Public or Nexon Cloud Solutions
• Building out small managed services quotations aligned to Nexon offerings

Experience & Knowledge

• 2+ years of experience working in a professional environment
• Certifications in relevant technology stacks:
                   – Solution Architect or Systems Engineer level
• Working knowledge in one or multiple of the following technologies (vendors mentioned are preferred but transferrable experience will be considered):
                   – Microsoft (M365 & Azure), HPE, Aruba, Cisco, NetApp, Veeam, Palo Alto, AWS, Fortinet