Job Location: Colombo

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

Contact Centre Developer
Job Description
  • Basically a Contact Centre Developer that is assigned to customize and develop solutions for Genesys CCaaS environment. 
  • Which is implemented in an AWS environment, hence the requirement for AWS services skills.
Skills
  • Rest API’s
  • C Sharp
  • Visual Studio Tools
  • Know AWS console
  • Understand AWS services
  • Lambdas
  • EC2 – Manage State
  • Dynamo DB
  • Cloudwatch
  • Preferably know Genesys Purecloud API

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

Junior Mangement Accountant

Role & Responsibilities

Nexon is looking for a highly motivated financial planning & analysis (FP&A) professional working at group level on supporting financial reporting, forecasting and planning (budgeting).

The role reports to the General Manager Finance, and its responsibilities including supporting the GM and a senior Group Management accountant in the following areas:

  • Monthly management reporting (all levels)
  • Revenue reporting and variance analysis (with accountants)
  • Profitability and margin analysis
  • Forecasting & budgeting (focus P&L)
  • Other adhoc analysis aimed at review revenue, cost or margin trends in support of improving efficiency
  • Creating a database & automated monthly reporting routines
  • Participation in system & process improvement initiatives
 Experience & Personal Attributes

 The successful candidate should meet the following criteria:

  • Minimum of 1-3 years of relevant analytical experience
  • Experience with Finance ERP systems, ideally Business Central
  • Advanced skills in handling large quantities of data using tools such as MS Excel, PowerBI, or Solver
  • Strong quantitative & complex problem-solving abilities
  • Solid commercial acumen
  • Good communication skills and a hands-on attitude
  • Professional qualification as CA, CPA or CFA

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.

 

People Experience Advisor

Responsibilities

  • Liaising with recruitment to arrange the supply of contractors as required
  • Coordinate the on boarding and off boarding process for contractors; includes organising access in various systems
  • Maintain relevant data relating to contractors within Nexon
  • Develop and deliver requested information and HR analytics for reporting purposes
  • Partner with key stakeholders to assist in relocation of offshore resources to Australia when required
  • Manage all aspects of contractor communication, including all HR matters throughout the contractor life cycle
  • Assist in the administration of all HR compliance obligations
  • Prepare and submit people reports, including gender reporting and ad hoc reporting
  • Ensure the quality and compliance of HR documentation with appropriate storage
  • Assisting the People Experience Team with various activities including employment contracts and changes to employment conditions
  • Providing meaningful advice and guidance including but not limited to legislative requirements, recruitment, performance management, remuneration and benefits.
  • Supporting internal and external inquiries and requests related to the HR department
  • Implementing key related policies, procedures and processes
  • Provide further assistance to the Chief People Officer and other members of the team as required

 Qualifications

  • Relevant degree in Human Resources or related discipline or TAFE diploma in Human Resources
  • 5+ years’ experience in HR administration for a medium to large organisation

Skills & Attributes

  • A natural curiosity to learn more and proactively find the information you need from stakeholders across the business
  • Have a quality-orientation, checking all tasks, outputs and processes for accuracy and quality, and seek to make improvements with a high attention to detail
  • Able to work effectively taking ownership of allocated task & responsibilities yet work cross functionally and as part of the team
  • Ability to manage highly confidential information and process employee data with the ultimate discretion
  • Outstanding time management skills and the ability to prioritise tasks and handle competing deadlines in a high-volume environment
  • Keen sense of initiative by being a self-starter, with a proactive approach to tasks and collaborations
  • Well-developed computer skills across Microsoft Office applications (i.e. Word, Excel and PowerPoint.)
  • Outstanding written and verbal communication skills
  • Capability to work with leaders at different levels of seniority within a business
  • Ability to learn new systems and software easily, previous experience with SAP Success Factors highly regarded

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