Local Government Federal Credit Union
Raleigh, North Carolina
Description: CIVIC CULTURE Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. ABOUT THE POSITION The ServiceNow Developer is responsible for both managing the ServiceNow platform and developing custom solutions to meet business needs. This dual role involves configuring and maintaining the platform, ensuring its optimal performance, and implementing updates and patches. The Developer designs and develops workflows, scripts, and applications within ServiceNow, tailoring them to enhance functionality and address specific requirements. They manage user accounts and permissions, ensure data integrity, and provide technical support. Additionally, they collaborate with stakeholders to gather requirements, continuously improve the platform, and create comprehensive documentation for configurations and customizations. NORMAL DAY-TO-DAY WORK Oversee the overall operation, performance, and scalability of the ServiceNow platform across all modules. Develop, Implement, configure, customize, and enhance ServiceNow applications, plugins, and modules to meet evolving business requirements. Design and develop new, complex workflows, business rules, UI policies, client scripts, and server scripts to support evolving business needs. Build and maintain integrations with external systems using APIs, MID Servers, and integration tools. Support security design by implementing ACL logic, scripted security rules, and system properties to align with organizational requirements. Enhance Discovery patterns, Service Mapping, and related automation to improve visibility and integration with CMDB. Develop and maintain Service Catalog items, record producers, request workflows, custom tables, forms and fields. Code reviews and quality control checks as part of every project to guarantee maximum efficiency, productivity and debugging where necessary to fix technical problems. Producing and running test cases to guarantee software quality assurance of platform, including Automated Test Framework. Maintain and enhance the ServiceNow Mobile Applications to support ITSM processes and seamless end-user experience. Maintain and enhance the Employee Center portal to improve usability, content delivery, and request fulfillment. Design, configure, and maintain re-useable script includes and mail scripts. Validate and remediate customizations, scripts, and integrations during mainline upgrades, patches, and plugin updates. Collaborate with stakeholders to gather requirements, translate business needs into technical solutions, and deliver enhancements. Identify opportunities for automation and process optimization to improve IT service delivery efficiency. Create and maintain technical design documentation, solution architecture diagrams, and integration specifications in accordance with Knowledge Base configurations. Ensure all development and configuration work aligns with organizational policies, security requirements, and ITIL best practices. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve. JOB QUALIFICATIONS Here are a few skills you MUST have to be qualified for this position. 1. 4-6 years of information technology experience, conducting application administration and development, including 1-3 years of proven experience in ServiceNow administration and development. 2. ServiceNow Certified System Administrator and Certified Application Developer is required. 3. ITIL Foundation certifications or obtained within one-year of employment. 4. Experience in configuring, customizing, and implementing ServiceNow solutions. 5. Experience with automation using Flow Designer and Integration Hub (Workflow Data Fabric). 6. Strong understanding of ServiceNow modules, such as ITSM, ITOM, ITAM. 7. Experience in JavaScript, HTML, CSS, and other web development technologies. 8. Experience with ServiceNow integration using REST, SOAP APIs and middleware tools. 9. Familiarity with SQL, database concepts, data modeling, source control and update sets. 10. Strong problem-solving and analytical skills to identify and resolve issues effectively. 11. Excellent verbal and written communication skills for interacting with stakeholders and documenting processes. 12. Ability to work effectively in a team environment and collaborate with IT teams, business units, and external vendors. 13. Basic understanding of project management, incident management, and change enablement principles. 14. Strong organizational skills to manage multiple tasks and priorities simultaneously. 15. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc. 16. Ability to lift a minimum of 25 lbs. (file boxes, computer). Here are a few qualities we'd LIKE for you to have to make you more suited for this position . 1. Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. 2. Experience working in a financial institution. 3. Advanced ITIL certifications. CONTACT US If you have questions about this position description, please feel welcome to ask. You can reach our HR at: Civic Human Resources 3600 Wake Forest Rd, Raleigh, NC 27609 Requirements: PIf3ea1fdf0eea-4968
Description: CIVIC CULTURE Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. ABOUT THE POSITION The ServiceNow Developer is responsible for both managing the ServiceNow platform and developing custom solutions to meet business needs. This dual role involves configuring and maintaining the platform, ensuring its optimal performance, and implementing updates and patches. The Developer designs and develops workflows, scripts, and applications within ServiceNow, tailoring them to enhance functionality and address specific requirements. They manage user accounts and permissions, ensure data integrity, and provide technical support. Additionally, they collaborate with stakeholders to gather requirements, continuously improve the platform, and create comprehensive documentation for configurations and customizations. NORMAL DAY-TO-DAY WORK Oversee the overall operation, performance, and scalability of the ServiceNow platform across all modules. Develop, Implement, configure, customize, and enhance ServiceNow applications, plugins, and modules to meet evolving business requirements. Design and develop new, complex workflows, business rules, UI policies, client scripts, and server scripts to support evolving business needs. Build and maintain integrations with external systems using APIs, MID Servers, and integration tools. Support security design by implementing ACL logic, scripted security rules, and system properties to align with organizational requirements. Enhance Discovery patterns, Service Mapping, and related automation to improve visibility and integration with CMDB. Develop and maintain Service Catalog items, record producers, request workflows, custom tables, forms and fields. Code reviews and quality control checks as part of every project to guarantee maximum efficiency, productivity and debugging where necessary to fix technical problems. Producing and running test cases to guarantee software quality assurance of platform, including Automated Test Framework. Maintain and enhance the ServiceNow Mobile Applications to support ITSM processes and seamless end-user experience. Maintain and enhance the Employee Center portal to improve usability, content delivery, and request fulfillment. Design, configure, and maintain re-useable script includes and mail scripts. Validate and remediate customizations, scripts, and integrations during mainline upgrades, patches, and plugin updates. Collaborate with stakeholders to gather requirements, translate business needs into technical solutions, and deliver enhancements. Identify opportunities for automation and process optimization to improve IT service delivery efficiency. Create and maintain technical design documentation, solution architecture diagrams, and integration specifications in accordance with Knowledge Base configurations. Ensure all development and configuration work aligns with organizational policies, security requirements, and ITIL best practices. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve. JOB QUALIFICATIONS Here are a few skills you MUST have to be qualified for this position. 1. 4-6 years of information technology experience, conducting application administration and development, including 1-3 years of proven experience in ServiceNow administration and development. 2. ServiceNow Certified System Administrator and Certified Application Developer is required. 3. ITIL Foundation certifications or obtained within one-year of employment. 4. Experience in configuring, customizing, and implementing ServiceNow solutions. 5. Experience with automation using Flow Designer and Integration Hub (Workflow Data Fabric). 6. Strong understanding of ServiceNow modules, such as ITSM, ITOM, ITAM. 7. Experience in JavaScript, HTML, CSS, and other web development technologies. 8. Experience with ServiceNow integration using REST, SOAP APIs and middleware tools. 9. Familiarity with SQL, database concepts, data modeling, source control and update sets. 10. Strong problem-solving and analytical skills to identify and resolve issues effectively. 11. Excellent verbal and written communication skills for interacting with stakeholders and documenting processes. 12. Ability to work effectively in a team environment and collaborate with IT teams, business units, and external vendors. 13. Basic understanding of project management, incident management, and change enablement principles. 14. Strong organizational skills to manage multiple tasks and priorities simultaneously. 15. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc. 16. Ability to lift a minimum of 25 lbs. (file boxes, computer). Here are a few qualities we'd LIKE for you to have to make you more suited for this position . 1. Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. 2. Experience working in a financial institution. 3. Advanced ITIL certifications. CONTACT US If you have questions about this position description, please feel welcome to ask. You can reach our HR at: Civic Human Resources 3600 Wake Forest Rd, Raleigh, NC 27609 Requirements: PIf3ea1fdf0eea-4968
Local Government Federal Credit Union
Raleigh, North Carolina
Description: CIVIC CULTURE Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. ABOUT THE POSITION The Senior Workforce Management Analyst serves as a senior-level operational and analytical resource supporting Workforce Management (WFM) functions across the Experience Center. This role is responsible for advanced forecasting, staffing optimization, capacity planning, Genesys Cloud WFM local administration, and operational performance analysis to ensure alignment between member demand, staffing strategies, and service delivery objectives. This position acts as a strategic partner to Experience Center leadership by identifying operational trends, recommending workforce optimization opportunities, improving forecasting accuracy, and supporting long-term workforce planning initiatives. The role requires strong technical knowledge of contact center operations, workforce management methodologies, and Genesys Cloud WFM functionality. NORMAL DAY-TO-DAY WORK 1. Develop and maintain short-term and long-term contact center forecasts across multiple business lines and communication channels. 2. Analyze historical trends, seasonality, campaign impacts, and operational drivers to improve forecast accuracy. 3. Support staffing models and capacity plans to align workforce requirements with service level objectives. 4. Provide scenario modeling and "what-if" analysis to support operational decision-making. 5. Monitor forecast variances and recommend corrective actions. 6. Identify opportunities to improve operational efficiency, occupancy, shrinkage management, and schedule effectiveness. 7. Partner with leadership to optimize staffing strategies, queue structures, skill assignments, and routing logic. 8. Support shift optimization initiatives and workforce balancing strategies. 9. Assist with queue consolidation and planning group optimization efforts. 10. Serve as a subject matter expert for Genesys Cloud WFM functionality. 11. Troubleshoot workforce management configuration issues and recommend system improvements. 12. Lead the implementation and optimization of new WFM capabilities and operational enhancements. 13. Trains and mentors team members on workforce management tools and best practices. 14. Takes ownership of actions, decisions, and results; openly accepts feedback and demonstrates both the willingness and ability to improve. JOB QUALIFICATIONS Here are a few skills you MUST have to be qualified for this position. 1. Minimum 7 - 9 years of Workforce Management experience, preferably in a contact center environment. 2. Experience working with Genesys Cloud CX workforce management software and systems. 3. Proven ability to analyze performance data and implement effective workforce solutions. 4. Strong understanding of workforce metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time), and FTE (Full Time Equivalent). 5. Excellent problem-solving skills and the ability to make decisions under pressure. 6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc. 7. Ability to lift a minimum of 25 lbs. (file boxes, computer printer). 8. Must be able to work onsite at Credit Union administrative headquarters. 9. Travel required sometimes. Here are a few qualities we'd LIKE for you to have to make you more suited for this position. Experience in financial services or credit unions. Proven ability to thrive in a fast-paced, dynamic environment with a strong track record of adaptability and responsiveness to changing priorities. Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis. Exceptional communication skills for presenting insights and recommendations to stakeholders. Understanding of regulatory compliance and customer service excellence. CONTACT US If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: Civic Human Resources 3600 Wake Forest Road, Raleigh, NC 27609 Requirements: PI62593fad20f3-0096
Description: CIVIC CULTURE Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. ABOUT THE POSITION The Senior Workforce Management Analyst serves as a senior-level operational and analytical resource supporting Workforce Management (WFM) functions across the Experience Center. This role is responsible for advanced forecasting, staffing optimization, capacity planning, Genesys Cloud WFM local administration, and operational performance analysis to ensure alignment between member demand, staffing strategies, and service delivery objectives. This position acts as a strategic partner to Experience Center leadership by identifying operational trends, recommending workforce optimization opportunities, improving forecasting accuracy, and supporting long-term workforce planning initiatives. The role requires strong technical knowledge of contact center operations, workforce management methodologies, and Genesys Cloud WFM functionality. NORMAL DAY-TO-DAY WORK 1. Develop and maintain short-term and long-term contact center forecasts across multiple business lines and communication channels. 2. Analyze historical trends, seasonality, campaign impacts, and operational drivers to improve forecast accuracy. 3. Support staffing models and capacity plans to align workforce requirements with service level objectives. 4. Provide scenario modeling and "what-if" analysis to support operational decision-making. 5. Monitor forecast variances and recommend corrective actions. 6. Identify opportunities to improve operational efficiency, occupancy, shrinkage management, and schedule effectiveness. 7. Partner with leadership to optimize staffing strategies, queue structures, skill assignments, and routing logic. 8. Support shift optimization initiatives and workforce balancing strategies. 9. Assist with queue consolidation and planning group optimization efforts. 10. Serve as a subject matter expert for Genesys Cloud WFM functionality. 11. Troubleshoot workforce management configuration issues and recommend system improvements. 12. Lead the implementation and optimization of new WFM capabilities and operational enhancements. 13. Trains and mentors team members on workforce management tools and best practices. 14. Takes ownership of actions, decisions, and results; openly accepts feedback and demonstrates both the willingness and ability to improve. JOB QUALIFICATIONS Here are a few skills you MUST have to be qualified for this position. 1. Minimum 7 - 9 years of Workforce Management experience, preferably in a contact center environment. 2. Experience working with Genesys Cloud CX workforce management software and systems. 3. Proven ability to analyze performance data and implement effective workforce solutions. 4. Strong understanding of workforce metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time), and FTE (Full Time Equivalent). 5. Excellent problem-solving skills and the ability to make decisions under pressure. 6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc. 7. Ability to lift a minimum of 25 lbs. (file boxes, computer printer). 8. Must be able to work onsite at Credit Union administrative headquarters. 9. Travel required sometimes. Here are a few qualities we'd LIKE for you to have to make you more suited for this position. Experience in financial services or credit unions. Proven ability to thrive in a fast-paced, dynamic environment with a strong track record of adaptability and responsiveness to changing priorities. Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis. Exceptional communication skills for presenting insights and recommendations to stakeholders. Understanding of regulatory compliance and customer service excellence. CONTACT US If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: Civic Human Resources 3600 Wake Forest Road, Raleigh, NC 27609 Requirements: PI62593fad20f3-0096