RemedyForce Architect

Position Summary

Headquartered in Englewood Cliffs N.J. Samsung Electronics America Inc. (SEA) the U.S. Sales and Marketing subsidiary is a leader in mobile technologies consumer electronics home appliances enterprise solutions and networks systems. For more than four decades Samsung has driven innovation economic growth and workforce opportunity across the United Statesinvesting over $100 billion and employing more than 20000 people nationwide. By integrating our large portfolio of products services and AI technology were creating smarter sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co. Ltd.
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Samsung Electronics America (SEA) is seeking an experienced RemedyForce expert with a strong background in development and administration within the RemedyForce platform and strong understanding of the SalesForce ecosystem as well as a proven ability to make changes to develop custom functionality and develop integrations with other remote systems for B2B interfaces between RemedyForce and counterpart systems.

The ideal candidate is able to prioritize deliverables and work with team members and platform users to support test develop requirements manage licensing provide general technical support and is able to maintain working relationships with Vendors and Customers to help us support the needs of our business operations.

• Responsible for a broad range of activities surrounding RemedyForce and be expected to work relatively independently.
• Take a lead role in administering and supporting all user and company needs within the RemedyForce environment and coordinate across organizations internal and external to achieve the goals.
• Ability to lead other administrators in responding to and completing all desired support and development/customization activities.
• Manage deliverables for the applications being developed or in production including user requests system support new functionality release customization requests etc.
• Work with customer organizations to create requirements for internal development or for creating and managing units of work for external vendors.
• Coordinate expectations with internal customers along with the companys external customers.
• Collaborate with external counterparts on high level business analysis and requirements gathering as well as at engineering level granularity and detail.
• Maintain open communication with Stakeholders around support maintenance and new requirements.
• Manage less experienced engineers and administrators on team objectives and tools.
• Perform Business Analysis to discuss and understand high level customer needs and translate them into the technical components within RemedyForce or Salesforce domain to actualize those needs.
• Be deeply familiar with RemedyForce Incident object and able to customize and expand on the functionality provided by that object.
• Be able to configure RemedyForce/Salesforce objects develop custom Apex code for specialized functionality.
• Establish and track objectives.
• Mentor team members.
• Effectively communicate project status and progress.

Skills and Qualifications

Minimum Qualifications

• Bachelors Degree in a Computer Science or other Engineering discipline.
• 6 years of experience with RemedyForce and Salesforce environments administration and development.
• Deep understanding of ITSM and ITIL.
• Proven experience with development of REST based integrations.
• Strong understanding of Agile concepts and processes.
• Experience with guiding and supporting team members and guiding consultant partners in development planning and implementations.
• Hands On experience with CMDB Apex Salesforce Objects.
• Exposure to DevOps environments and tools automation practices.
• Working experience with Linux environments to include scripting minor tools development executing and configuring environments for execution.
• Maintain application performance management data collection and management around best practices including service design and performance assessment data collection and analysis
• Versatile skillset able to support unfamiliar areas of technology and able to multi-task.
• Working knowledge of Atlassian Jira and Bitbucket Github etc.
• The ideal candidate will have worked in a structured setting understand general best practices in an IT organization have a deep understanding of ITSM and ITIL standards having been responsible for a broad set of functions within the ITSM domain and have had broad set of responsibility from architecture development Business administration and support.
• Ability to plan large projects and distribute work and oversee progress.
• Excellent written verbal and presentation skills.
• Excellent interpersonal skills.
• Ability to represent team in cross functional projects.
• Goal focused Self-starter and Self-motivated demonstrates ownership responsibility and accountability.
• Supervises projects and initiatives managing team members and project delivery.
• Works under pressure and is able to manage competing priorities.
• Strong background in Agile methodologies and quick response and delivery cycles.
• Some background in managing small database systems with clear understanding of database standards and end user applications.
• Security administration and up to date with latest security protocols.
• Knowledge of SDLC (Waterfall Agile and Scrum).

Preferred Qualifications:

• Knowledge of ServiceNow.
• Database knowledge and experience.
• Broad understanding of ITSM CSM SSM ecosystem and vendor offerings for such functionality.
• Telecommunications systems specifically wireless.
• Understanding of KPIs and Performance pegs.
• Understanding of KPIs and Performance pegs.

#LI-RL3

Life @ Samsung - @ Samsung - full-time employees (salaried or hourly) have access to benefits including: Medical Dental Vision Life Insurance 401(k) Employee Purchase Program Tuition Assistance (after 6 months) Paid Time Off Student Loan Program (after 6 months) Wellness Incentives and many addition regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation based on company division and individual performance

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At Samsung we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities inspiring our talent to be their true selves. Together we are building a better tomorrow for our customers partners and communities.

* Samsung Electronics America Inc. and its subsidiaries are committed to employing a diverse workforce and provide Equal Employment Opportunity for all individuals regardless of race color religion gender age national origin marital status sexual orientation gender identity status as a protected veteran genetic information status as a qualified individual with a disability or any other characteristic protected by law.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application you have a disability and require a reasonable accommodation in order to participate in the application process please contact our Reasonable Accommodation Team ) or for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.