About UsWe are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.
Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!
JOB OBJECTIVEThis position will formulate and implement solutions for ServiceNow requirement. The incumbent will also provide support (ServiceNow changes, requests, incidents) and configuration.
MAIN DUTIESServiceNow Development & Configuration
- Collaborate with teams to gather detailed requirements for new features or changes.
- Analyze current system capabilities and identify improvements or gaps.
- Configure and update ServiceNow workflows and settings to meet business needs.
- Conduct testing to ensure accuracy and performance of updates.
- Assist business users during User Acceptance Testing (UAT).
ServiceNow Support & Maintenance
- Investigate and resolve reported issues by replicating problems and implementing long-term solutions.
- Review and fulfill user requests, ensuring feasibility and efficiency.
- Track and report resolution progress in line with service level agreements (SLAs).
Communication & Collaboration
- Coordinate with vendors and internal contacts to identify and fix process issues.
- Work closely with users to solve problems and suggest improvements.
ADDITIONAL FUNCTIONS- Keep up to date on the latest industry trends in ServiceNow
- Any additional tasks as the need arises.
EDUCATIONAL BACKGROUND - Graduate of 4- or 5-year course, Computer Science or Computer Engineering
- Certifications (ITIL v3, ServiceNow System Administration/Development) are a plus
WORK EXPERIENCE OR TRAINING- Software development experience in any platform (Web, Mobile, Desktop) for at least seven (7) years.
- At least four (4) years relevant experience in ServiceNow solution design and implementation.
- Four (4) years experience in maintaining and supporting applications (Incident Management, Request Management, Escalation, and Troubleshooting).
- ServiceNow Knowledge in Business Rules, Access Controls Rules, Script Includes, UI Actions / Scripts / Policies, Client Scripts, GlideRecord, Workflows.
- A track record of being part of a team implementing the assigned system to end users.
- Experience with web service integration (API, SOAP, REST, JSON, XML).
- Experience with Front End Technologies: HTML, JavaScript, CSS, XML.
- Experience with Agile/Scrum methodology.
- Knowledge of IT service management.
- Familiar with LDAP, MS Active Directory
- Experience in professional people management / technical thought leadership an advantage.
- Prior leadership experience an advantage.
- Technical
- Understanding of Software Development Life Cycle and best practices
- Familiar with the ServiceNow ITSM products.
- Familiar with Front End Technologies: HTML, JavaScript, CSS, XML
- Proficient in Office Applications (Excel, Word, PowerPoint)
- Abilities
- Should be able to support end-to-end implementations (from requirements gathering and deployment to user training)
- Demonstrated capability in data management, solving problems and able to work collaboratively within a team or independently.
- Capable of developing and maintaining excellent long-term client/supervisor/peer relationships
- Flexibility to work with a variety of personalities and styles
- Proven capability to work well under pressure and tight deadlines
- Must be a self-starter and keen to explore new solutions
- Strong oral and written communication skills.
- Team Player
- Nice to have
- Prior leadership experience
- Knowledge of Agile/Scrum methodology
- Knowledge of IT service management
- Experience with Incident Management, Service Request Management, Problem Management, Change Management and other ITIL process areas
- Familiar with LDAP, MS Active Directory
SKILLS AND ABILITIES- Confidence in technical discussions at all levels (to ensure that high level architecture is correct and design principles are consistent adhered during implementation).
- Excellent communication and writing skills
- Time management skills / Can work with minimum supervision
- Data Analysis, Organization and Reporting skills
- Quality Conscious (Superior attention to details)
- Ability to multi-task
- Planning, Scoping and Organizing
- Problem solving skill / Analytical skills
OTHER WORK CONDITIONS- Work time: 2 pm to 11 pm Manila
- Observe US holidays
- Extended work time where required
COMPETENCY PROFILE- Action Oriented
- Optimizes Work Processes
- Ensures Accountability
- Collaborates
- Self-Development
- Nimble Learning
Our Commitment to Our People Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.
Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!
Our Commitment to Inclusion & BelongingAt Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.
Equal Opportunity Employer Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
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