Lead Ticketing Platform Engineer

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We're not just growing to build better internet experiences, we're also building a welcoming place where people who want to make a difference can grow their careers.

GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

This role is anticipated to close on 02/02/2024.

Role Description

We take pride on award-winning customer service and operational excellence. Ticketing is central to our ability to delight our customers and provide outstanding quality. We are seeking a ticketing platform lead to play a critical role in GFiber's ticketing implementation and strategy overall.

In this role, you'll:

• Lead efforts to redesign GFiber's ticketing implementation from the ground up, utilizing best-in-class tools.
• Exercise strong technical leadership in ticketing implementation.
• Exercise strong strategic leadership by understanding business requirements and working with stakeholders and cross functional teams towards a world class operations and customer experience at GFiber.
• Mentor and guide a team of Onsite and Offshore Application Engineers.

At a minimum we'd like you to have:

• Bachelor's degree in Computer Science, similar technical field of study, or equivalent practical experience
• 8 Years of experience with ServiceNow architecture, design, development, implementation, and administrative experience and strong understanding of the ServiceNow Application Suite.
• Experience working with databases, structured data, and schema design.

It's preferred if you have:

• Experience integrating internal and external (SaaS based) applications using REST and oAuth.
• Experience with multiple ticketing solutions including Oracle Field Service, Salesforce Field Service, ServiceNow, and others.
• Exposure to Identity Management and Single Sign on implementations.
• Experience with Agile and Scrum development approaches.

The US base salary range for this full-time position is between $ 185,000 - $203,280 + bonus + equity + benefits. Your recruiter will share more about the specific salary range for your targeted location during the hiring process.

GFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF) .

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form . Our candidate accommodations team will then connect with you to confidentially discuss your options.