1 day ago
Quezon City, PhilippinesSenior
Responsibilities
- Gather and document detailed business and project requirements.
- Perform gap analysis and determine whether requirements can be configured, deferred, or customized.
- Create and update ServiceNow settings and workflows.
- Conduct testing, fix defects, validate fixes, and support user acceptance testing.
- Validate, troubleshoot, resolve, and document incidents while tracking SLA compliance.
- Analyze and fulfill service requests according to user requirements and SLAs.
- Communicate with customers, vendors, process counterparts, and points of contact to identify gaps and recommend improvements.
- Support end-to-end implementations from requirements gathering and deployment through user training.
- Track, review, and report incident and request resolution progress.
- Keep current with ServiceNow industry trends and perform additional duties as needed.
Requirements
- Bachelor-level graduation from a four- or five-year Computer Science, Computer Engineering, or related course is required.
- At least seven years of software development experience in a web, mobile, desktop, or other platform is required.
- At least four years of relevant ServiceNow solution design and implementation experience is required.
- At least four years of application maintenance and support experience covering incident management, request management, escalation, and troubleshooting is required.
- Knowledge of ServiceNow Business Rules, Access Control Rules, Script Includes, UI Actions, UI Scripts, UI Policies, Client Scripts, GlideRecord, and Workflows is required.
- Experience with API, SOAP, REST, JSON, and XML web service integrations is required.
- Experience with HTML, JavaScript, CSS, and XML is required.
- Knowledge of IT service management and ServiceNow ITSM products is required.
- Familiarity with LDAP and Microsoft Active Directory is required.
- Experience implementing systems for end users and supporting end-to-end delivery is required.
- Technical understanding of the software development life cycle and software development best practices is required.
- Strong problem-solving, analytical, communication, organization, reporting, planning, and time-management skills are required.
- Professional people management, technical thought leadership, prior leadership, Agile/Scrum, IT service management, ITIL process areas, LDAP, Microsoft Active Directory, and Cybersecurity/GRC experience are advantageous.
- ITIL v3 and ServiceNow System Administration or Development certifications are a plus.
Benefits
- Flexible and competitive benefits plans are available for individual and family needs.
- Flexible time-off plans include paid parental leave, vacation leave, and holiday leave.
- The work schedule is 2 p.m. to 11 p.m. Manila time, with US holidays observed and extended work time when required.
Tech Stack
Categories
About Copeland
Copeland designs and manufactures HVACR components and controls—such as compressors, refrigeration systems, and monitoring software—for residential, commercial, and industrial customers. The company was carved out of Emerson’s Climate Technologies business and is now majority-owned by Blackstone, with headquarters in St. Louis, Missouri. Its products support HVAC, cold-chain, and industrial applications worldwide, serving OEMs, distributors, and facility operators focused on energy efficiency and refrigerant transitions.