Job Location: Colombo

Digital Marketing Specialist

Overview

As a Digital Marketer, you will be responsible for managing all end-to-end demand generation programs, including all inbound activities such as maintaining and optimising our website, leads management, overseeing content management and nurture streams, and spearheading outbound marketing activities like social selling. You will work closely with stakeholders, manage budgets, and ensure the timely delivery of marketing programs. Additionally, you will report on and share insights into program success.

Key Responsibilities
Demand Generation:
  • Develop and implement comprehensive demand generation strategies to drive leads and customer acquisition.
  • Create, manage, and optimise campaigns across various digital channels (e.g., email, social media, search engines).
  • Track and analyze campaign performance, adjusting tactics to maximise ROI.
Website Management:
  • Maintain and optimise the company website to ensure a seamless user experience.
  • Manage website content, ensuring it is up-to-date, engaging, and aligned with SEO best practices.
  • Monitor website analytics and implement improvements based on data insights.
Content Management:
  • Develop and manage a content calendar, ensuring timely creation and publication of content.
  • Collaborate with internal and external writers, designers, and other stakeholders to produce high-quality content. This also includes you composing content yourself.
  • Optimise content for SEO and audience engagement.
Nurture Streams and Social Selling:
  • Create and manage nurture streams to guide leads through the sales funnel.
  • Develop and implement social selling strategies to engage with prospects and customers on social media platforms.
  • Monitor and respond to social media interactions, fostering positive relationships with the audience.
Stakeholder Liaison and Budget Management:
  • Work closely with internal stakeholders to understand business goals and align marketing strategies accordingly.
  • Manage marketing budgets, ensuring effective allocation of resources and timely delivery of projects.
Reporting and Insights:
  • Generate regular reports on the performance of digital marketing programs.
  • Analyse data to derive insights and recommendations for future strategies.
  • Present findings and insights to the marketing team and other stakeholders.
Qualifications
  • Bachelor’s degree in marketing, Communications, or a related field.
  • 4+ years of experience in digital marketing, demand generation, or a similar role.
  • Proven experience in managing and optimising websites and content management.
  • Previous experience in technology or B2B services ideal.
  • Strong knowledge of SEO, SEM, email marketing, social media marketing, and web analytics.
  • Proficiency in marketing automation tools and CRM systems.
  • Excellent project management skills with the ability to manage multiple tasks and meet deadlines.
  • Strong analytical skills and the ability to derive actionable insights from data.
  • Excellent communication and interpersonal skills.
  • Knowledge of the latest digital marketing trends and technologies.
  • Certification in Google Analytics, Google AdWords, or similar.

Product Renewals Specialist

Overview

The IT Product Renewals Specialist is responsible for managing the renewal process for IT products and services, ensuring a seamless and efficient experience for customers. This role requires a proactive approach to customer engagement, strong analytical skills to manage renewal data, and the ability to collaborate with internal teams to optimize customer retention and satisfaction.

Key Responsibilities
Renewal Management:
  • Manage and drive the renewal process for IT products and services, ensuring timely and accurate renewals.
  • Analyse renewal data to identify trends and areas for improvement.
  • Prepare and deliver renewal quotes to customers.
  • Keep renewals opportunities in CRM up to date
Customer Engagement:
  • Proactively engage with customers to discuss renewal options, address concerns, and provide solutions.
  • Build and maintain strong relationships with customers to enhance retention rates.
  • Provide excellent customer service by responding promptly to inquiries and resolving issues.
Collaboration:
  • Work closely with the sellers and vendors for best outcomes
  • Collaborate with product management to stay informed about product updates and changes that may impact renewals.
Qualifications
  • Proven experience in a renewals, sales, or customer success role, preferably in the IT industry.
  • Strong analytical skills and the ability to interpret data to drive decision-making.
  • Excellent communication and interpersonal skills.
  • Proficiency with CRM systems Microsoft Office Suite.
  • Detail-oriented with strong organisational and time management skills.
  • Ability to work independently and as part of a team.
Preferred Qualifications: 
  • Experience with IT products and services, including software and hardware.
  • Familiarity with subscription-based business models

Technical Billing Analyst

Overview

The Technical Billing Analyst is responsible for ensuring accurate and timely billing of our technical solutions to customers. They play a critical role in maintaining financial integrity by having a detailed understanding of customer contracts, knowledge of in scope and additional billable tasks, and familiarity with the technical solutions we deliver.

Key Responsibilities
  • Analyse Customer Contracts: Thoroughly review and understand the terms and conditions of customer contracts to identify all billable items
  • Billing System Management: Ensure that our billing systems and processes accurately reflect the services provided to customers, including any additional billable tasks as per the contract agreements
  • Technical Solutions Knowledge: Maintain up-to-date knowledge of the technical solutions provided to customers, ensuring that all deliverables are covered within our billing systems
  • Collaboration: Work closely with the sales, operations, and technical teams to gather necessary information and resolve any discrepancies in billing
  • Reporting: Generate billing reports and provide insights to management on the billing status of customer accounts
  • Continuous Improvement: Identify and recommend improvements to billing processes and systems to increase efficiency and accuracy
  • Compliance: Ensure compliance with all relevant laws, regulations, and company policies related to billing and contracts
Qualifications and Skills 
  • At least 3 years of experience in billing, invoicing, or accounting, preferably in a technical or IT environment
  • Strong knowledge of customer contracts, billing systems, and accounting principles and practices
  • Proficient in Microsoft Office, especially Excel, and other billing software and tools.
  • Skills in or willingness to learn Microsoft Dynamics 365 – Business Central, Binary Stream and ServiceNow software platforms
  • Excellent communication, interpersonal, and customer service skills
  • High attention to detail, accuracy, and quality
  • Ability to work independently and as part of a team
  • Ability to handle multiple tasks and prioritize effectively
  • Ability to analyse data and provide insights and recommendations
  • Ability to adapt to changing business needs and customer requirements
  • Ability to prioritise and meet deadlines

Power BI Developer

 

Responsibilities

  • Designing and developing BI reports and dashboards
  • Understanding the business requirements
  • Designing the data model
  • Developing visualizations that provide actionable insights

Skills

  • Power BI proficiency
  • Data modeling
  • SQL and DAX

Accounts Payable

Duties and Responsibility
  • Entering invoices into the accounts payable system.
  • Processing payments.
  • Filing and maintaining supplier records.
  • Checking and verifying invoices.
  • Preparing cheques for payment.
  • Managing the end-to-end accounts payable process.
  • Working in an automated environment to streamline process.
  • Performing other ad hoc tasks as required by their supervisor.
Job Requirements
  • Ability to work accounting concepts.
  • Strong interpersonal, problem solving and planning skills.
  • Ability to manage time and energy in an efficient, effective and organized manner.
  • Proficient in Microsoft Office and Accounting tools.
  • Ability to maintain strict adherence to confidentiality requirements.
  • Ability to independently and as part of the team.

CX Delivery Engineer (L2 or L3)

Position Overview
  • A CX (Customer Experience) Delivery Engineer plays a crucial role in ensuring the successful implementation and delivery of customer experience solutions. The primary focus is on designing, configuring, and deploying systems and technologies that enhance the overall customer experience.
  • You will be expected to work as part of the overall Customer Experience (CX) team, learning from others, and providing your own insights and knowledge to others in the team.
  • The job description for a CX Delivery Engineer include the following responsibilities and qualifications:
Responsibilities
Solution Design
  • Collaborate with cross-functional teams to understand customer requirements and design effective CX solutions.
  • Develop and document technical specifications and system architectures for CX projects.
Configuration and Customisation
  • Configure and customise customer experience platforms and technologies to meet specific client needs.
  • Implement and integrate third-party tools and systems to enhance the overall customer experience projects.
Implementation and Deployment   
  • Lead the implementation and deployment of customer experience solutions.
  • Ensure that the delivery of solutions aligns with project timelines and meets quality standards.
Testing and Quality assurance
  • Conduct thorough testing of CX solutions to identify and remediate any issues.
  • Implement quality assurance processes to ensure optimal performance and user satisfaction.
Collaboration
  • Work closely with project managers, developers, and other contributors to ensure seamless collaboration and communication through the project life cycle.
  • Provide technical expertise and support to internal and external teams.
Documentation
  • Create and maintain comprehensive documentation for implemented solutions, configurations, and processes.
Continuous Improvement
  • Stay updated on industry trends and best practices in CX technology.
  • Proactively identify opportunities for process improvement and efficiency gains.
Experience & Knowledge
  • Bachelor’s degree in computer science, information technology or a related field.
  • Previous experience in similar role with a focus on CX delivery.
  • Hands-on experience and with the implementation and customisation of CX solutions.
  • Certification on any of the following CCaaS platforms; Genesys Cloud, Zoom, Nice, Verint and other relevant technologies.
  • Familiarity with integration between CCaaS and CRM systems (e.g. Salesforce, Dynamics365, etc.)
  • Experience with AWS services preferrable (S3, Lambda, CloudWatch, CloudFront, Transcribe, etc.)
  • Understanding of Node.js and/or Python preferrable.
  • A friendly demeanour and “can do” attitude with a desire to drive a successful outcome.
  • Customer-focused mindset with a strong commitment to provide exceptional service.
  • Ability to work independently and collaboratively in a dynamic environment.
  • Flexibility to adapt to changing project requirements and priorities.
  • Ability to thrive in a dynamic and fast-paced environment.
  • Excellent verbal & written communication skills.
  • Excellent analytical and problem-solving skills.

Project Coordinator

The role:
  • We are seeking an experienced Project Coordinator to assist with documentation, meeting management, project task tracking, and using time management skills to help the team stay on track. This includes co-ordinating resources, third-party contractors, or consultants, to assist with the delivery of projects to plan.
  • Projects will carry agreed value and time constraints which must be delivered in line with the “Nexon Project Management Methodology” which is based upon “Prince 2”.
  • The highly sought-after candidate that we are seeking for this dynamic, highly autonomous role will possess;
  • Outstanding Stakeholder Management and Engagement Skills (internally & externally)
  • Qualifications in PRINCE2 Project Management Methodology is highly desirable
  • Strong attention to detail
  • Excellent Communication skills (both verbal & written)
  • Thorough familiarity with word processing, spreadsheet, and project scheduling computer applications
  • Ability to work effectively as a team member and independently,
  • Ability to manage multiple priorities under pressure, trouble-shoot, and to meet short- and long-term deadlines
  • Demonstrated experience in budget and financial management
  • Excellent critical and creative thinking and analytical skills
Key Responsibilities:
  • Manage resource allocation through online resource management tool.
  • Provide financial reports at project closure or at agreed project “milestones”.
  • Ensure the project management tracking tool is up to date and regular status reports submitted to management
  • Attend customer site as necessary to deliver project outcomes.
  • Maintain records for all official meetings (agendas and minutes).
  • Complete project hand over to the Nexon team ensuring all deliverables are correctly accounted for. This will include but not be limited to, site diagrams, “as built plans”, customer contact details, contractual SLA’s, completion exception report etc.
  • Attend team and corporate meetings as required.
  • To attend meetings and training as required.

SharePoint Consultant Developer

Roles & Responsibilities

As a Developer, you will:

  • Develop and implement solutions based on our modern workplace technology stack
  • Support customers with any issues which may arise from time to time
  • Assist engaging with customers when required to gather requirements and deliver solutions
Experience
  • Expert knowledge in:
  • Microsoft’s productivity, engagement, and collaboration solutions SharePoint and MS Teams
  • Power Platform including Power Apps, Power Automate, and Power BI
  • Development experience:
  • C# Development skills
  • An understanding of SharePoint development including Framework (SPFx)
  • A solid foundation in developing web solutions using React and TypeScript
  • Working in a team environment using git repositories for managing code
  • Delivering small and large projects for customers
  • 5+ years developing solutions
  • Working with both agile and waterfall frameworks
  • Ability to implement and deliver solutions creative technical solutions
  • Experience with complex migration solutions and implementations
Must Have
  • C# experience
  • Experience in implementing and developing solutions:
  • React (Class and Function components)
  • TypeScript
  • CSS
  • Experience with SharePoint Development including Framework (SPFx)
  • Strong understanding of SQL Server
  • Experience in working with Dataverse and D365 Entity model
  • Communication skills, both written and spoken
Consultant / Developer – Job Description
  • You enjoy working as part of a collaborative, solutions focused team, but can work well independently
  • You have strong attention to detail but can still see the big picture
  • An interest on both user experience and integration with backend solutions
Nice to Have
  • PowerShell
  • Microsoft bot framework
  • Building solutions in Azure, including but not limited to Function Apps, Logic Apps,
  • Storage, Key Vault, APIM, Service Bus
  • Design and implementation of API’s
  • Custom connectors for Power Platform Power Apps, Power Automate, and Power BI
  • Azure DevOps

ServiceNow Senior Engineer

  • The ServiceNow Senior Support Engineer plays a crucial role in managing and enhancing our ServiceNow ITSM platform, ensuring optimal performance, reliability, and user satisfaction. This position involves advanced technical support, system administration, and operational improvements to support our business processes. The ideal candidate will have extensive experience with ServiceNow, demonstrating strong problem-solving skills and a commitment to excellence in service delivery.
  • The Support Engineer is part of our support organisation entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and is integral to the success of our customers.
  • In this role, the support engineer will resolve technical requests and issues created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
  • A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, support ticket updates, as well as direct telephone support.
  • Understanding the ServiceNow platform and all core functionalities will be essential to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
  • Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers. You will be an expert with the broad ServiceNow platform and process knowledge across a wide portfolio of services and products.
Key Responsibilities
  • ServiceNow Management: Administer, configure, and maintain the ServiceNow platform to meet business requirements. Ensure system reliability, scalability, and performance.
  • Incident and Problem Resolution: Provide advanced technical support for ServiceNow-related incidents and problems. Analyze and troubleshoot complex issues, ensuring timely resolution and minimal disruption.
  • Change Management: Lead the planning and implementation of changes to the ServiceNow platform. Assess risks, test changes, and oversee deployment to production.
  • Continuous Improvement: Identify opportunities for process and system enhancements. Implement best practices and automation to streamline operations and improve service delivery.
  • Collaboration and Support: Work closely with IT teams, business stakeholders, and external vendors to align ServiceNow functionalities with business goals. Provide training and support to users and junior staff.
  • Documentation and Compliance: Maintain comprehensive documentation for system configurations, processes, and procedures. Ensure compliance with IT policies, standards, and regulatory requirements.
Essential Knowledge, Skills and Experience
  • Degree or relevant tertiary education in Computer or related discipline or recognized industry qualifications and experience;
  • 5+ years customer facing technical support experience, with at least 3 years focused on ServiceNow.
  • Ability to troubleshoot difficult complex technical issues
  • Experience with JavaScript, HTML, CSS, and REST/SOAP web services.
  • Personal commitment to quality and customer service
  • Support managed services in upgrades, platform subscription usage
  • Demonstrated ability to deliver to deadlines and adapt to changing priorities;
  • Excellent problem-solving, communication, and interpersonal skills.
  • Certifications (Certified System Administrator and at least a Certified Implementation Specialist certification)
  • Ability to manage sensitive information and maintain a high degree of confidentiality;
  • Commitment to the principles and practices of Equal Employment Opportunity and Work Health & Safety.
Preferred / Highly Desirable
  • Understanding of ServiceNow Licensing models across the platform;
  • Knowledge across ServiceNow CSM, ITSM, HR, ITOM and SPM modules.
  • Understanding of ITIL frameworks and their application in ServiceNow

Presales Unified Communications

Responsibilities
  • Develop Architected solutions for SMB customer opportunities across Cloud, Modern Workplace and Network technology practices
  • Responsible for customer technical team relationship development like product manager, sales engineer and professional service teams, and provide technical support for business development of account managers.
  • 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
Experience & Knowledge
  • At least two years working experience in related positions, experience in unified communication industry or related products is essential.
  • Strong customer understanding, demand analysis ability, sensitive to problems.
  • Basic knowledge on enterprise networking solution such as network design, quality of service, routing & switching, and network firewall.
  • 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