Application Developer (FreshService)

Position Summary:

As a Freshservice Admin and Developer, you will be an essential member of Curaleaf’s IT Service Management Team.  You will be primarily responsible for administration and development of the Freshservice platform for Curaleaf and work in the IT Service Management team. This role must build strong relationships with Information Technology departments and business partners a full understanding of ITIL Foundations 4 processes for incident, request, change, problem, knowledge, and management.  This is an on-site position at Curaleaf's Corporate offices in Las Vegas.

 Essential Duties and Responsibilities:

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 policies and procedures and federal and state laws. Perform other duties as assigned.

Day-To-Day Administration. 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 Curaleaf teams. Ensure system is performance as designed. Work with Freshservice Support to manage and troubleshoot issues through to resolution.

Development. Familiar with the software development life cycle (SDLC) from analysis to deployment. 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 Curaleaf’s website designers. Integrate various backend services like Azure AD, Mulesoft, BetterCloud, 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. Must stay up to date with growing best practices, technological advancements, and industrial advancements and can perform well in a fast-paced environment and bring in optimal flow for rapidly changing design/technology.

Project Management. 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. Lead internal team meetings to ensure development is progressing to plan. Understand internal team member issues, provide sound recommendations, and follow through to resolution.

Documentation. Believes in systematic approach to developing the system through clear documentation (flowcharts, layouts, & etc) of functionality, address every use case through creative solutions. Create and maintain thorough documentation on all software changes, integrations, workflows, business rules, roles, SLAs, and processes. Develop and maintain training and associated documentation for agents and requesters.

Process Improvement. 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.

Relationship Management. Proactively manage team member relationships. Lead team member check-in calls with business partners. Drive initiatives focused on customer satisfaction.

Job Qualification Requirements:

A customer success-focused individual with deep understanding and experience with all forms of IT. Experience in ITIL foundations and the execution of best practices as it relates to the IT Service Management.

Additionally, must meet these requirements:

• 2+ years of experience as Software Engineer or Software Developer or in a relevant role.
• Programming with HTML and Javascript to leverage SDK and REST APIs.
• High attention to detail.
• Maintain clear and efficient communication with internal staff and customers.
• Ability to set priorities and complete projects in a fast-paced environment.
• Ability to work quickly, independently, and effectively with little direct supervision.
• Committed to the highest standards of quality.
• Proficiency/experience in Microsoft cloud functions (O365).

Additional Preferred Experience:

• Bachelor’s degree in computer science, information systems, or related field.
• Industry certifications (Microsoft, BetterCloud, Freshworks Certified App Developer, etc.).