Remote Front End Platform Developer

Summary

Join our team as a Freshdesk Front-end Platform developer and contribute to the administration and development of the Freshservice platform. This role requires strong relationships with IT departments and business partners, understanding of ITIL Foundations processes, and proficiency in Microsoft cloud functions. The position is remote and based in the Philippines.

Requirements

• Have certification in at least Microsoft Azure Fundamentals
• Have a certification in at least Information Technology Infrastructure Library Foundation V3 or V4
• Have a minimum of 5 years of relevant professional experience with cloud and on-prem infrastructures, ITIL methodologies, and software development
• Have a 2+ years of experience as Software Engineer or Software Developer or in a relevant role
• Be a customer success-focused individual with deep understanding and experience with all forms of IT
• Have work experience in ITIL foundations and the execution of best practices as it relates to the IT Service Management
• Be proficient/experienced in Microsoft cloud functions (O365)
• Have high attention to detail
• Maintain clear and efficient communication with internal staff and customers
• Have the ability to set priorities and complete projects in a fast-paced environment
• Have the ability to work quickly, independently, and effectively with little direct supervision
• Be committed to the highest standards of quality
• Have a fully functional and up-to-date computer with which to perform duties
• Be willing to install next-generation endpoint protection on the computer
• Be a current resident of the Philippines and can perform work from there
• Be willing to work in US Pacific Time (8:00am-5:00pm PST) corresponding to 00:00am -9:00am PH time)

Responsibilities

• Plan, estimate, do requirement analysis, the layout design of the assigned project and other ongoing projects in a team with Project Manager / Developer / Designer
• Work closely with design, product management, and development teams to create elegant, usable, responsive, and interactive interfaces
• Maintain and audit code quality as per set guidelines and standards in assigned projects
• Test completed tasks in ongoing projects in a team before delivering to the team to ensure on-time delivery
• Train and mentor team members
• Perform people management to include client teams and technical management
• Be responsible for the day-to-day management of the Freshservice platform, including administration, development, documentation, and process improvement within IT and with various business partners throughout the organization
• Ensure compliance with all company and client policies and procedures and federal and state laws
• Manage agent licenses, roles, and groups to ensure proper access levels
• Manage and troubleshoot workflows, integrations, and automations
• Develop analytical reports and dashboards for teams to provide meaningful data for Freshservice Implementations
• Ensure the system is performance as designed
• Work with Freshservice Support to manage and troubleshoot issues through to resolution
• Produce well-written code using the best software development practices including creating user-friendly website layout by using HTML and CSS while working in collaboration with client teams
• Integrate various backend services like Azure AD, Microsoft Teams, remote support tools, and more
• Create elegant, usable, responsive, and interactive interfaces across multiple devices
• Actively participate in troubleshooting, debugging, and updating system in both production and sandboxes
• Shepard/execute project plans for road maps and annual business goals
• Lead and hold weekly check-in calls with the team members in concert with the Director, IT Service Management
• At times lead internal team meetings to ensure development is progressing to plan
• Understand internal team member issues, provide sound recommendations, and follow through to resolution
• Create and maintain thorough documentation on all software changes, integrations with APIs, webhooks, workflows, business rules, roles, SLAs, and processes
• Develop and maintain training and associated documentation for agents and requesters
• Solve problems and make decisions relative to internal needs
• Find solutions for data management, process improvements, and automation to create lean efficient business processes throughout the organization
• Proactively manage team member relationships
• Lead team member check-in calls with business partners
• Drive initiatives focused on customer satisfaction
• Perform other duties as assigned