As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.
I. Job Summary
The Technical Lead, Application Support is responsible for the configuration and support of the ServiceNow HRSD application within the Human Resource Organization. As part of the HR Technology team, this role provides advanced technical, analytical and consultative support delivering HR processes. The role also provides technical input for Digital/vendor support.
II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
- Reviews open cases/issues and troubleshoots or assigns to other tech team members for resolution. Coordinates with vendor regarding required support by opening tickets, escalating and following up as required.
- Continuously develops advanced knowledge of assigned application(s) utilizing vendor websites, user groups and training to effectively utilize system capabilities. Mentors other team members and is recognized as an expert.
- Consults on requested configuration changes, partnering with the team to determine best options for design decisions based on documented requirements, current configuration, and downstream impacts. Documents final specs and configures application.
- Analyzes impact of configuration from foundational structures to Fast Formulas and extensions to HR service delivery and downstream systems and integrations. Leads meetings to resolve priority issues.
- Ensures data integrity and governance by supporting large/complex data imports and extracts and validating accuracy through reporting and queries. Supports the development and maintenance of integrations/file transfers.
- Provides analysis and consultation on the implementation of new software application products or new modules in existing applications.
- Actively participates in project, support, and development initiatives designing solutions that optimally address current and future business requirements and infrastructure plans.
- Champions the appropriate use of technology and provides leadership in balancing technical elegance with functional requirements and practical benefits, as we implement and integrate technologies.
- Documents all configuration.
III. Supervisory Responsibilities
- No formal supervisory responsibilities in this position.
- Provides informal assistance such as technical guidance and/or training to coworkers.
- May lead project teams and/or plan and supervise assignments of lower level employees.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
- Education: Bachelor’s Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience.
- Experience: Ten (10) years of previous ServiceNow experience (in addition to education requirement).
- Six (6) years of previous ServiceNow HRSD experience.
B. Certificates, Licenses, Registrations or Other Requirements
- ServiceNow Architect Certification preferred.
C. Other Knowledge, Skills or Abilities Required
- Database queries/extracts using calculations, formulas, and complex commands.
- Extensive experience evaluating requirements and specs for development, testing and deployment.
- Hands on configuration of application(s), evaluating impact and supporting releases, patches, upgrades and enhancements.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is: office setting.
- Must be available to work standard business hours, as well as be available to work non-standard hours in case of emergency (natural disasters, power outages, etc.). May need to attend after hours calls with the offshore team.
Benefits
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
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