Director - Client Experience Engineering - JR1031168

Are you seeking a position within a growing company? Broadridge is hiring! Our mission is to attract, develop and retain outstanding talent. Being a place where exceptionally driven and hardworking people want to work is how we deliver award-winning services to our customers and ultimately build customer value. We’re seeking a Director-Client Experience Engineering to join our stellar team! You will lead our efforts to streamline our client service process and customer success infrastructure. You’ll be helping to grow and mentor a team of architects, developers, admins and systems analysts, as well as handle external resources where appropriate.

Responsibilities:
- Lead the implementation of strategic projects and the team delivering them

- Manage & develop a high-performing team through mentorship, training, and direct feedback
- Handle consultants and other external partners as well as relationships with our vendors and suppliers to drive the success of Business Systems projects
- Optimize the functions of data management, contacts, leads, campaigns, opportunities, dashboards, and reports, translating patterns of business challenges into tickets that will improve infrastructure
- Gain expert-level understanding of our core business functions including quoting, sales operations, marketing, customer support, and billing
- Participate in the development of the technology strategy and roadmaps
- Ability to triage issues as they come in to help with assignment and routing of production support needs
- Stay ahead of BMC ITSM releases and corresponding documentation and provide new functionalities and solutions as needed
- Participate in cross-functional teams that address strategic business issues, running steering committee meetings with executives as needed
- Ensure effective and accurate tracking and logging of Salesforce support and related report issues
- Promote and establish with the team best practices in business systems analysis, design and testing to ensure the implementation team is providing exceptional quality work that meets compliance needs and is earning trust throughout the company
- Effectively communicate with internal partners, including Fastly executives, on a regular basis regarding progress on projects, performance and potential business risks

Qualifications:
- 7+ years of progressive experience as an architect or developer in a Service Management platform (i.e. Sales Force, ServiceNow, BMC) with people manager experience
- Demonstrable strategic skills and capable of leadership
- Ability to lead a team through large projects and technical decisions
- Ability to reasonably estimate the time for tasks and then meet deadlines set by those estimates; ability to quickly and efficiently prioritize multiple requests
- Excellent written and verbal communication skills with a pleasant, supportive, and customer-focused personality and the ability to work across all levels in an organization
- Ability to handle multiple priorities with focus and with the company’s strategic goals in mind
- Must excel in a fast-paced environment
- Demonstrable Proficiency and Detailed Understanding of ITSM modules DWP, IM, PM and CM.
- Integration Experience using API/REST/SOAP web services with 3rd party applications.
- Demonstrable Proficiency Translating Operational Needs and Requirements into ITSM Based Solutions.
- Demonstrable Proficiency with BMC ITSM Organizational Design, Organization Creation, User Profiling.
- Demonstrable Proficiency in Designing and Implementing Change Approval Profiles.
- Excellent Written and Verbal Communications Skills with Demonstrable Proficiency Presenting to all Levels and Facets of an Organization.
- Conducting BMC ITSM User Support, Troubleshooting and Remediation of Issues.
- Demonstrable Experience Managing Incident, Problem, Change and Service Request Operations.

Preferred Qualifications:
- Experience on Java/J2EE technologies.
- Strong fundamentals of frontend web development. HTML CSS and JavaScript.
- Experience with JavaScript frameworks like VueJS (preferred) and React.
- Integration experience with BMC Remedy/ITSM.
- Proficient in writing complex SQL queries.
- Experience working with REST/SOAP web services.
- Experience with Java technologies: Spring, Spring Boot, MyBatis or Hibernate.
- Strong fundamentals of Object Orientated Programming.

Why join Broadridge?
- We offer a valuable benefits package effective date of hire including comprehensive healthcare (medical/prescription drug, dental, and vision), wellness benefits, fertility treatment, inclusive parental leave, life insurance, tuition reimbursement, disability benefits and more.
- We support a number of associate-led networks where associates with similar backgrounds and interests can find peer support, shape company policy and culture, receive mentorship from senior members, and develop their careers.
- We provide a competitive 401k plan with employer match and additional basic company contribution.
- We encourage our associates to rest and relax by taking advantage of our generous paid time off program including vacation, personal holidays, sick time, and paid company holidays.
- We strive to improve both our environmental impact as well as our industries’ by partnering with our clients to decrease their carbon footprint through digitization, data, and innovation.