Service Administrator & Developer Jobs

Location: Maryland, United States of America

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

This is a remote position in Maryland (MD)

Thales is looking for an experience Service Administrator & Developer who will deliver improvement initiatives that are related to internal and external customer interactions with Client Services tools including 3rd party customer relationship management (aka. CRM) software, telephony infrastructure, or integrations with internal/external solutions.

Key Areas of Responsibility

• Identify and socialize requirements with 3rd parties and manage the resource(s) effectively and efficiently when required.
• Document operational procedures and work instructions associated with development tasks or operational activities that are related to supporting users of the platform as required.
• Perform software testing and document test instructions.
• They will create architectures and technical approaches for review and/or approval to solve complex problems with our tools that incorporate system administration and database recommendations to ensure the solution works efficiently and can be supported with minimal intervention will be a primary job function.
• Participate in a 24x7x365 on-call rotation.
• Pro-actively identify opportunities and propose solutions to create a better customer (internal or external) experience from interactions with customers or internal team members.
• Manage the identification and strategy of monitoring the internal and external applications and solutions that make-up the infrastructure to support Thales customers.
• Configure ServiceNow to meet the requirement(s) defined by business at regularly scheduled intervals (i.e., weekly, monthly).
• Obtain and validate business requirements with core stakeholders and transform those to functional requirements, acceptance criteria and other critical operational and contextual details.
• Assess, estimate and measure the level of effort (hours, days, weeks) individual units of work or projects.
• Prioritize multiple tasks against their changing priority quickly and decisively based on deadlines while keeping key stakeholders informed of the changes.
• Build workflow diagrams and architectural specifications that detail the proposed solution(s) to proposed improvements in ServiceNow.
• Participate in the scheduling, execution, and management of upgrading tools including 3rd party customer relationship management system (i.e., ServiceNow).
• Work closely with project leads, developers, and the scrum master to analyze complex issues incorporating multi-faceted use cases and factors and provide recommendations for solutions.
• Assess objectively and subjectively the proposed architecture of developers and create a framework to assess their proposal and make recommendations.
• Responsible for delivering opportunities to partner with parties (internal or external) and identify solutions in support of business objectives on the tools roadmap.
• Escalate and resolve issues/questions to 3rd parties (i.e., ServiceNow) as needed.
• Must pro-actively identifying issues that may introduce or exacerbate current/known customer issues in the Support Portal.
• Create and manage a program to evaluate the complex issues business needs solved, and how proposed architectures will meet or exceed that business need.
• Identify changes that have the potential to introduce risk including but not limited to; exposure of personally identifiable information (PII), database performance issues, or integration degradations/inaccuracies.
• The candidate will be responsible for reviewing proposed solutions from other developers and approving or providing recommendations based on their extensive knowledge gained from working with the ServiceNow.
• Provide recommendations to director and c-level management regarding architectural choices and investments in the tools infrastructure.
• Serves as a point of contact and liaison to internal IT and external partners for tactical and project oriented activities, as a testing resource for these activities and other improvement initiatives in environment including fielding and resolving escalated customer questions from internal stakeholders.
• Independently update development tasks and include relevant stakeholders where applicable at regular intervals and on an as needed basis.

Minimum Requirements

• Familiarity with web service integrations using REST, SOAP, etc.
• 5+ Years development in ServiceNow or equivalent experience in another CRM tool
• 2+ years working with Databases (e.g., Oracle) in an operational or development capacity
• Familiarity with AJAX, AngularJS, Jelly Scripting, MID server setup
• Create and deliver presentations or demonstrations to peers, executives and others to collaborate and obtain feedback
• Experience as an website administration managing domain registration, certification, and related configuration tasks
• Bachelor’s degree in computer science, another relevant field of study, or equivalent work experience
• Familiarity with mobile app design and development for iOS and Android
• 2+ years development experience with API and Web Services
• 8+ years of experience within an IT organization in a product support or development capacity
• Experience building, maintaining, and establishing best practices for customer relationship management solutions and their integrations
• Excellent written and oral communication skills and attention to detail
• Strong business analysis skills with the capacity to listen, take notes, and engage in conversation simultaneously
• Working knowledge of programming languages including but not limited to HTML/CSS and JavaScript

Preferred Qualifications

• Certified in ITBM
• Bachelor’s degree in (Technology Field) or equivalent experience
• ITIL Certification
• ServiceNow Administrator certification

This position will require successfully completing a post-offer background check. Qualified candidates with (a) criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law

If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at [email protected].