Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.
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Life at Nuance !
Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.
Overview
The ITSM Configuration Engineer is responsible for designing, configuring, implementing, testing, deploying and supporting ITSM tools (Remedyforce + Salesforce) at Nuance.
The ITSM Configuration Engineer will be responsible for developing solutions that will leverage Apex, Visualforce, HTML, CSS and other technologies.
The ITSM Configuration Engineer will be responsible for the customization and configuration of standard and custom components required to meet business requirements.
Daily Activities Of The ITSM Configuration Engineer Will Include
- Support the definition, implementation and execution of ITSM policies
- Partner with IT teams to successfully plan, support, coordinate, and track enhancements to ITSM tools
- Development/Configuration of enhancements in a Sandbox environment
- Coordinate change control activities with Nuance Change Management
- Partner with management to help define and support roadmap deliverables for ITSM
- Collaborate with management to support audit compliance for ITSM processes
- Support the integration and alignment of ITSM processes with Service Management Functions (Incident, Problem, Change, Release, Request)
- Ensure appropriate testing is in place for each Remedyforce and Salesforce quarterly releases
Duties & Responsibilities
- Interaction with stakeholders to understand the business requirements and make best-practice recommendations with emphasis on non-code solutions
- Build new functionalities and implement improvements in the Remedyforce managed package (ITSM tool)
- Provide support to business stakeholders as well as work with support in investigating and fixing application issues
- Build and support configuration tasks, including data cleansing for data imports
- Implementation of required change control documentation to promote changes from development to production. Ensure that all necessary changes are documented, reviewed, tested, and approved prior to deployment
- Develop Salesforce Lightning and Visualforce pages, create reports and dashboards, process builder and flows
- Remain current on new Remedyforce and Salesforce features and functionality and provide recommendations for process improvements via technology solutions/automations
- Test automatic upgrades to Remedyforce and Salesforce prior to production automated push
- Process all post upgrade procedure steps for Remedyforce upgrades
- Be able to work independently as well as within a team
- Follow agile process, prepare technical design documents
Knowledge, Skill, Qualification
Education: Bachelors’ degree in Computer Science or equivalent
Years Of Experience
- 3+ years of experience in Remedyforce administration and understanding of Service Catalog, CMDB, Incident, Service Request, Change, Problem, Task and Release configurations
- 5+ years of Hands-on experience with Salesforce programming, with proficiency in Process Builder, Flow, Apex, Visualforce, and SOQL and understanding of Salesforce Roles, Profiles, Permission sets, Sharing Rules, Validation Rules, Workflow Rules and Approval configurations
- Should be Salesforce Platform Certified (Salesforce Admin would be preferred)
Requirements
Candidate must have the following knowledge, experience, and abilities:
- Remedyforce/Salesforce development, customization and administration
- Apex programming, Visualforce, and Apex Data loader
- Strong debugging and troubleshooting skills
- Experience in working with Lightning is a plus
- Must have Salesforce Developer and/or Admin certification
- Excellent verbal and written communication skills, with the ability to communicate with customers and team members in a professional manner
- Excellent problem-solving skills to identify creative ways to achieve solutions
Preferred
- Experience with implementing and supporting Remedyforce CMDB
- Able to work with team as well as independently in a fast-paced, dynamic environment
- Knowledge of Agile methodology
- Experience with Java, HTML, JavaScript, JSON, JQuery, CSS is a plus
- Experience with API integration with Atlassian Tools is a plus
- Experience with Pentaho ETL
- ITIL Foundation certification