CURRENT VACANCIES

Reports To: Development Manager
Direct Reports: None

PRIMARY FUNCTIONS
The ServiceNow Developer will be a development resource on an existing ServiceNow implementation and development team. The successful candidate in this position will be an experienced ServiceNow developer with broad and deep understanding of the product.
 

KEY ACCOUNTABILITIES
• Develop and configure ServiceNow in JavaScript, HTML, ServiceNow Script Editor, Angular JS and Angular.
• Design, develop and deliver Procurement and Product Catalog including items that are to be provisioned via approval and automation workflows.
• Development of Service Portal, PPM, Custom Applications, CSM, ITSM and Asset Management requirements.
• Configure integration of ServiceNow with other applications and technologies, including Identity Management and Bespoke Internally developed applications and API’s.
• Work within the agile development methodology, participating in all Scrum events.
• Adhere to all Client policies and guidelines including information security.
• Required to participate in security vetting procedures prior to engagement.
 

ACCOUNTABILITY
• Prioritise and manage own workload.
• Coaching and mentoring a team of developers to achieve the successful development and implementation of end-to-end ServiceNow solutions.
• Proactively engage with users and business stakeholders to define/refine business requirements.
 

COMPANY CORE VALUES
• Excellence – Ensure best practice is applied to all development
• Integrity – Ensures that the integrity of our processes and systems are adhered to.
• Responsibility – Ability to work autonomously and ensure Manager and all development team members are mentored and engaged.
• Unity – Encourages fellow team members to make innovative contributions and embrace new ideas.
• Creativity – Apply experience in IT Development to create high impact solutions that drive innovation and maintain competitive advantage.
• Empowerment – Ability to prioritize and manage own workload
 

COMPLIANCE
• All internal Company policies
• Bank policies (where applicable)
• Change Management Policy
• Release Management Policy
• Quality Manual

PERSON SPECIFICATION
 

1. EXPERIENCE
Essential
• Minimum 3 years of demonstrated ServiceNow administration, design and development experience with an in-depth knowledge and understanding of ServiceNow platform and modules.
• Demonstrated detailed knowledge and experience of ServiceNow at an architectural level.
• Development experience in JavaScript, HTML, CSS / SCSS.
• Demonstrated ServiceNow administration and support functions – upgrades, patching, plugins, feature enhancements.
Desired
• Experience in coaching and mentoring a team of developers to achieve the successful development and implementation of end-to-end ServiceNow solution.
• Experience working with automated test framework.
• Experience working within an agile delivery environment (Scrum).
• Experience working with senior management as stakeholders.

2. EDUCATION
Essential
• Bachelor of Computer Science Strongly Preferred in a technical discipline.
Desired
• Certified ServiceNow Administrator and/or Certified Implementation Specialist is highly desirable.
 

3. SKILLS / ABILITIES / KNOWLEDGE
Essential
• Excellent communication and interpersonal skills with demonstrated ability to deal professionally, respectfully, and effectively with various stakeholders (both internally and externally) at all organisational levels.
Desired
• UI / UX Design skills.

Reports To: Senior Manager, Group Solutions
Direct Reports: None

PRIMARY FUNCTIONS
Responsible for the management and customer care across varied customer accounts within the ANZ Solutions space, with a specific focus on the CHG-MERIDIAN Business Channel. Ownership and responsibility of operational activities across the full end-to-end lifecycle of new and active CHG leases, including but not limited to, onboarding and procurement, settlement and funding, in-life processing, and all end-of-life activities. Key person support for end-customers, equipment suppliers and internal stakeholders, primarily Key Account Managers and Operation/Solutions Managers.
To provide exceptional customer service support across all onboarding and in-life activities for end-user customers and suppliers and provide guidance and recommendation with Key Account Managers into the setup of customer accounts in accordance with the capabilities offered by the CHG Product, including systems, process, models, and overall solutions. Coordinate the successful delivery of deals through the CHG platform, ensuring a high degree of accuracy and completeness of all documentation and deal requirements.
Assist in the daily management of ANZ settlement teams, including queue management, settlement prioritisation, high care deal review, exception-handling, and customer-query/feedback resolution. Provide senior support to all settlement team members, including first-level review of settlement/deal-related issues, and guidance for escalation or resolution to Management and other internal stakeholders.

KEY ACCOUNTABILITIES
Internal Sales Delivery
• Active participation in all required pre-funding deal activities with Key Account Managers to ensure the correct account/address setup before deal progression, and that any non-standard terms and conditions are understood and considered as part of process workflow.
• Coordination of all required documentation and deal requirements, including liaising with contract management to ensure all supplementary agreements align with deal setup and workflow.
• Ownership and coordination of all Internal Sales onboarding activities for both customers and suppliers (procurement).
• Asset data capture and lease documentation of all assigned deals; liaising with all internal and external stakeholders to ensure accurate and on-time payment with Accounting (Ops)
• Processing of all requested in-life and end-of-lease activities; engagement with Key Account Managers to review customer requests for end of MLT actions (eg. payouts).
Customers and Suppliers
• Coordination of all customer-service activities for end-users and suppliers, ensuring the provision of timely and value-added services while supporting our internal stakeholders.
• Attend all required customer meetings and provide updates on deal progression and requirements from an operational standpoint.
• Liaise with all suppliers as required as part of the procurement and onboarding processes; ensure all documentation is sufficient for settlement and that all timing(s) is communicated across all members of the deal team on a regular basis.
• Provide support as the main contact for our key supplier and partners for all operational matters regarding deal origination, supplier payments, partner queries and customer requests.
• Provide timely responses and relevant updates to all customer queries and engage the end-user in all necessary aspects of their leasing arrangement.
• Met required SLAs and turnaround times for customer and supplier requests.
Key Account Managers
• Active engagement in all required internal sales meetings related to customer and deal review (eg. pipeline, handover, etc).
• Daily tracking and communication point at month and quarter-end to all business leaders as required; with particular focus on supporting the business at key times (eg. month/quarter-end).
• Key operational IS Representative within customer meetings, as and when required by the sales team.
• Proactive engagement with all Key Account Managers directly, ensuring full transparency of customer requests regarding active leases.
Other
• Continued support across all ANZ Settlement Channels, as and when required.
• Daily coordination with Senior Manager of PartnerAdvantage workflow across all Delivery Specialists, including workflow tracking and escalation review.
• Daily coordination with Senior Manager of all assigned Asset Management queries across all Delivery Specialists; including workflow tracking and escalation review.
• Oversite of account set-up processes and engagement with relevant stakeholders to ensure the correct flow through of upfront terms and conditions throughout and at the end of lease.
• Coordination and oversite of Master Rental Agreements, including first-level review, and engagement with Contract Manager.
 

KEY PROCESSES
Deal Support
• Respond to and input new deal requests, as well as being the main point of contact for supplier and customer leasing queries.
• Ensure accurate asset capture (asset positions and cost positions) from supplier invoices and statements leveraging internal iClass systems.
• Creation of customer leasing documentation (lease schedules, installation certificates, etc).
• Coordinate all required compliance requests across internal teams including general authorities, credit requirements, KYC, KYS, legal documentation etc.
• Coordinate with internal stakeholders for the successful ‘funding’ of new deals, including payment of supplier invoices and any running of catch-up invoicing.
• Track and follow up with customers in terms of lease agreement execution.
• Regular engagement via documented meetings with Key Account Managers to provide input and feedback on customer issues, behaviours, new business opportunities.
• First point of contact for deal-related, operational queries from both internal and external stakeholders.
• Assistance with coordination and progression of EQG/CBA Business Channel deals where required.
Query Management
• First point of contact for resolution management and/or processing requests for all customer queries related to active leases, in-life or end of MLT requests.
• Active engagement with suppliers for all queries and the correct setup of the CHG entity in relation to required documentation for lead progression (eg. supplier invoices, vendor authorisation, etc).
• Customer Solutions Inbox management where required.
• Assignment of workload and deal requests to appropriate delivery specialists according to workloads and number of requests, in dialogue with the ANZ Senior Manager, where required.
• Track and follow up with customers in terms of lease agreement execution.
Analysis & Reporting
• Supporting the Solutions Group Senior Manager in Internal Sales reporting and any other ad-hoc requests when required.
• Deal reporting summaries and control reporting (iClass, PA, etc).
• Settlement/Deal error rates and turnaround times.
• Customer Feedback.
• Master Rental Agreement and Master Lease Agreement exception handling and transition to online workflow.
Additional responsibilities
• To carry out general administrative duties.
• To carry out other duties when required to support the Customer Solutions Group and/or regional team.
• To proactively seek self-development through regular one to one meetings, performance reviews and career development offerings.
• Provide assistance and support as a subject matter expert (SME) for ongoing process improvement, customer, IT and business-related projects.
• Any other duties and/or projects as required.
 

EMPOWERMENT
• Ownership of Customer/Supplier onboarding and correct progression of all lease documentation.
• Ownership of workflow assignment across the ANZ settlements teams.
• Ownership of query management.
• Answer all technical/process-related questions.
• Investigate, discuss, and challenge current processes, and implement agreed changes.
• Manage profitability per customer as outlined within delegated authority.

PERFORMANCE MEASURES
Productivity
• Data Accuracy and secondary peer checking
• Turnaround time and time-to-commence (total leads and time to fund)
• Error rate and quality metrics (count of rework and rejections from partner)
• Volume-based metrics (dollar value and number of new lease schedules managed) regarding all lease originations
Customer Satisfaction
• Response times for query management queues within set SLA (end-customer& partner)
• Supplier resolution and dispute management
• Customer satisfaction metrics including feedback, surveys and informal response
Innovation
• Challenge processes and continue to drive proactive solutions focus

KEY RELATIONSHIPS
• Operations Management
• Key Account Manager and Business Development
• Contract Management
• Finance
• ANZ Solutions – Accounting (Ops), Invoicing/Billing, Cash and Reconciliation Team
• Treasury and Credit

COMPLIANCE
• All internal Company policies
• Bank policies (where applicable)
• Quality Manual
• Clear demonstration of CHG-MERIDIAN’s core values in all aspects of professional conduct.
Responsibility
Integrity
Unity
Creativity
Empowerment
Excellence

PERSON SPECIFICATION
 

1. EXPERIENCE
Essential
• Minimum 2-5 years experience in a finance, banking, services or commercial orientated role
• Experience with workflow queues, customer management, CRM
• Customer service orientated – preferably with a high-volume transactional business
Desired
• Experience with asset management within the finance/leasing industry
• Experience in processing financial transactions
• Solid understanding of Information Technology

2. EDUCATION
Essential
• Tertiary qualification in a related discipline eg. Business, Finance, Commerce
Desired
• Finance/industry-related professional development studies

3. SKILLS / ABILITIES / KNOWLEDGE
Essential
• Strong attention to detail
• Excellent MS Office skills (specifically Word and Excel)
• Excellent planning and organizing skills
• Excellent communication skills (both written and oral)
• Customer focused and task-oriented
• Team player who displays tenacity, initiative, and innovation