We 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 OBJECTIVE
This position will formulate and implement solutions for ServiceNow requirement. The incumbent will also provide support (ServiceNow changes, requests, incidents) and configuration.
-RESPONSIBILITIES AND OUTPUTS
MAIN DUTIES
Software Development / Configuration
- Requirement Gathering
- Interview and probe the business process team and project requestor to capture all the needed requirements to ensure detailed understanding of the project.
- Create requirements list and ensures that all requirements are captured at the proper level of detail and within the prescribed standards/guidelines.
- Gap Analysis
- Analyze and compare the list of requirements against the existing functionalities of current software to categorize configurable requirements.
- Identify the requirements which can be readily configured or can be delayed for future releases or will need customization based on requirement complexity.
- Configuration
- Create/update settings and workflows within software to fulfill the requirements.
- Identify settings and workflows within software which can be reused by other business users.
- Testing
- Perform thorough testing based on scenarios.
- Fix defects and validate fixes to ensure accuracy.
- Provide support during user acceptance test with business units.
Software Maintenance and Support
- Incident Management
- Validate the incident sent by user by replicating the issue.
- Troubleshoot / implement fix to validated issue and provide recommendation for long term solution, where applicable.
- Verify resolution with end user and update ticket status.
- Track, review and report overall progress of incident resolution to ensure SLA's are met.
- Request Management
- Analyze the request sent by user to determine complexity, feasibility, and time needed to implement the solution.
- Work on requests by implementing appropriate solutions based on user requirement according to SLA.
- Track, review and report overall progress of request fulfillment to ensure SLA's are met.
Customer / Vendor Communication
- Communicate regularly with counterpart/POC/vendor to identify process gaps and recommend improvements.
Work closely with customer to analyse and resolve problems, identify trends and recommends preventive and corrective action.
ADDITIONAL FUNCTIONS
- Keep up to date on the latest industry trends in ServiceNow
- Any additional tasks as the need arises.
-JOB SPECIFICATIONS
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
- Preference for Cybersecurity and Governance, Risk, Compliance (GRC) work.
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 & Belonging
At 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.
