Job Description

Position Overview

The TeamDynamix Developer/Administrator is primarily responsible for developing high functioning, cross-departmental solutions through our TeamDynamix platform. This individual also provides some system administration functions in addition to coordinating primary system administration, maintenance and upgrades with our support partner. The TeamDynamix Developer/Administrator is a critical member of the TeamDynamix Product Team and will be highly visible within IT and business lines who heavily utilize the TeamDynamix platform. Maintaining strong working relationships within the Product Team and the IT and business constituencies will be critical in achieving success in this role.

Our TeamDynamix platform deployment is currently limited to Information Technology (ITSM). Starting in 2022, we will begin scaling use into the enterprise (ESM) at large. The TeamDynamix Developer / Administrator will play a critical role in delivering value by enabling TeamDynamix solutions as part of the Service Management Product Team.

Primary TeamDynamix modules of focus include, and likely to expand during your tenure: Client Portal, Ticketing (Incident, Service Request, Change), Project Portfolio Management, Problem Management, Service Level Management, Resource Management, Capacity Planning, Service Catalog, Knowledge Base, Self-Service and Reporting.

Development

• Configure and enhance the TeamDynamix platform including, but not limited to: Service Catalog, Client Portal, Ticketing, Knowledge Base, Project & Portfolio, and Reporting.
• Develop no-code and low-code solutions to meet the often broad and technologically complex nature of enterprise deployments.
• Develop and customize dashboards and reports as required by IT and lines of business.
• Create workflows that support IT and cross-departmental processes.
• Develop integrations (API, Webhooks, etc.) to other systems in collaboration with other system administrators or third-party system integrators.
• Identify, implement and support opportunities for relevant technology integrations with the TeamDynamix platform.
• Administration
• Monitor the health, usage and performance of the TeamDynamix platform.
• Coordinate third-party support vendor administration activity related to maintenance, patches, upgrades and refreshing of non-production environments.
• Maintains current knowledge on all TeamDynamix vendor products and solutions to match against business needs.
• Permissions - create Users, Groups and assigned users to groups and roles to groups.

Product Team Collaboration

You will work within a collaborative Product Team environment while also working independently.

• Architecture

• Assist in the process of architecting the TeamDynamix platform so to leverage out-of-the-box configurations with IT and/or business requirements.
• Work with Product Owners to integrate via with other platforms and applications to further enhance the use of the TeamDynamix platform and enable ancillary services.
• Establish, document, validate data requirements and manage integrations across disparate systems using various integration technologies (API, Webhooks, etc.).
• Identify opportunities for integrating TeamDynamix solutions into business processes to maximize efficiency and accuracy.
• Technical Requirements and Best Practices

• Contribute to the gathering technical or process requirements from business lines, develop working and technically sound best-practice solutions, and present those solutions back to the business in an audience-specific and consumable manner.
• Guide the improvement of IT support, TeamDynamix, and workflows through effective use of the TeamDynamix platform.

In addition to the above responsibilities, you will at times be assigned additional responsibilities at the discretion of leadership.

Required Skills and Experience

• BS degree or higher or equivalent experience.
• ITIL training and knowledge required, ITIL v3 or v4 Foundations certification not required but highly desirable.
• Must have in-depth understanding of how ITSM platforms operate.
• Proficiency in the area of TeamDynamix platform administration.
• At least three years\' Experience in development and/or administration of an ITSM/ESM platform such as ServiceNow, TeamDynamix, Cherwell, Avanti, Atlassian (JIRA), Remedy, BMC Footprints.
• Experience in enterprise reporting and data visualization applications highly desirable.
• Excellent attention to detail and the ability to effectively manage a substantial workload.
• Proven analytical and creative problem-solving abilities. Problems encountered can require a high level of technical expertise.
• Excellent interpersonal and communication skills; Efficient time management and organizational skills; Flexibility (able to adapt to changing environment).
• Positively communicates with diverse employee population while providing excellent customer service.
• Excellent time management and organizational skills.
• Experience working within a Product Team
• Experience working within a PMO led project team.

emergiTEL