Manager End User Services is an expert to help drive the best value from the ITSM Ticket Data at our disposal.&nbsp;Working with and relying on the information from the Service QA specialist and ITSM Analyst, the Manger will work with multiple sources such as our ITSM leaders, Incident, Request, Problem, Knowledge, Configuration, Demand, Monitoring, and Event Management tools and groups to assist the Service Operations Manager to develop business ready dashboards and reporting to drive value-based decisions. Drive shift left &amp; First Contact Resolution (FCR) analysis and execution with L2/L3 teams. Accountable for the success of all End User Services operations.&nbsp;Performs End User Services functions for complex or long running calls that require an agent with more experience.&nbsp;Is responsible for monitoring and appraising the work done by the team and providing guidance for them to improve individually while contributing to the organizational goals.&nbsp; How you will make an impact:<ul><li>Manage &amp; oversee operations of a 24 x 7 End User Services team and a local IT Support team&nbsp;</li><li>Managing day to day operations, including escalations and ITSM disciplines.&nbsp;</li><li>Provide foundational support and training for the consistent and best practice usage of ITIL disciplines in support of our End User Computing capabilities.</li><li>Develop, maintain, publish, and monitor up-to-date operational documents, standards, and guidelines, and oversee training and dissemination of operations policies and practices.</li><li>Ensure timely and efficient resolution of IT issues and requests by implementing and monitoring service level agreements (SLAs) and key performance indicators (KPIs).</li><li>Strategize &amp; develop goals and the roadmap of the End User Services team.</li><li>Stay up-to-date and understand current industry best practices, follow developing trends in end user support, and work with leadership to determine and implement relevant tools and methodologies.</li><li>Set goals and objectives for the team after taking the overall company and business goals in to consideration.&nbsp;</li><li>Be aware of changes in the business, including new technology, products, and services to ensure that team members are properly trained to respond to employee inquiries.</li><li>Monitor performance of the team and ensure service continuity&nbsp;</li><li>Perform timely Demand &amp; Capacity analysis to understand the workload, staffing requirements for rosters, and to maintain a high quality of service through employee satisfaction.</li><li>Continual Service improvements &amp; automations</li><li>Identify, plan, and implement Continual Service Improvements &amp; automations to reduce cost and increase efficiency of the service provided by the end-user services team.</li></ul>&nbsp;What we look for:<ul><li>College degree in Technology or related field or relevant work experience.</li><li>ITIL Foundation Certification.</li><li>10+ years in a related technology position (Service Desk Agent, NOC Agent)</li><li>3+ years in a direct technology position (Service Desk Lead or Manager, Help Desk Manager or Lead).</li><li>Experience working, dashboarding and reporting in ServiceNow</li><li>Exceptional analytical &amp; organizational skills</li><li>Excellent Communications Skills (written and spoken)</li><li>Understanding of ITSM processes and their relationships</li><li>Analyse and report on performance of Service Desk activities and documented resolutions</li><li>Identify problem areas, and devise and deliver solutions to enhance quality of service</li><li>Develop procedures that support Wiley policies and outline how problems are identified, documented, assigned and mitigated</li><li>Monitor ticket trends and anticipate potential problems for proactive resolution</li><li>Exceptional attention to detail</li><li>Strong Customer Service and User Experience mindset</li><li>Excellent collaboration skills</li><li>Ability to work in a team setting as well as independently.</li><li>Ability to work with remote colleagues in different time zones</li><li>Ability to work in a dynamic environment</li><li>Knowledge of ITIL</li><li>ITSM ticketing/management systems (like ServiceNow, Jira Service Management)&nbsp;</li><li>Experience with generating visual representations of data</li><li>Familiarity with collaboration tools (such as Skype for Business, Microsoft Teams, Microsoft Sharepoint)</li><li>Reporting tools (such as ServiceNow, Cognos, Excel)</li><li>Self-motivated; Ability to embrace change &amp; adjust approach</li><li>Ability to lead colleagues in day-to-day operations.</li><li>Ability to mediate conflicts to conclusion.</li><li>Ability to Proficiently communicate team performance and data insights to the senior management</li><li>Fluency in English language</li></ul>Desirable:<ul><li>Bachelor’s degree in technology or customer service.</li><li>Other Technical Certifications</li><li>3+ years working in an ITIL environment.</li><li>Able to learn new process/models easily</li><li>Sound technical knowledge on desktop/office systems support such as:</li><li>PC Support [troubleshooting of workstation issues &amp; software: includes MAC and Windows operating systems, MS Outlook, O365]&nbsp;</li><li>Working network technology knowledge (WAN, LAN, VPN, TCP/IP, diagnostic tools &amp; techniques)</li><li>Direct experience with management of Service Desk (or related) groups.</li></ul>

Manager, End User Services

jobpost

The Lead Business Analyst role requires the holder to possess a significant amount of experience in the BA domain that captures the core competencies of Business Analysis practice such as Strategy Analysis, Requirement Elicitation &amp; Collaboration, Requirement Analysis &amp; Design Definition, and Requirement Life Cycle Planning and Monitoring. The role is primarily responsible for tasks associated with Scrum Product Ownership, managing &amp; resolving complexities in product requirements, resolving stakeholder conflicts over requirements, leading the effectiveness of the team, and may require mentoring Senior Business Analysts, Business Analysts, Associate Business Analysts, and Business Analyst Interns. This role requires to be independent with minimum supervision from the manager except for optimizations and the holder to be engaged with one or more complex products.&nbsp;How you will make an impact:<ul><li>Drive all aspects of the Business Analysis practice to deliver stakeholder expectations.</li><li>Deploy adequate requirement analysis methodologies and tools to decompose complex business/product requirements into atomic features.</li><li>Hands-on experience with requirement modeling techniques/tools to analyze and visualize functional, non-functional, and transition requirements.</li><li>Liaise with multiple Product Engineering and service teams to educate, validate, optimize, and streamline incremental product delivery.</li><li>Lead community testing and other UAT efforts to ensure customer acceptance of deliverables.</li><li>Lead communication strategies effectively across relevant stakeholders to educate and resolve conflicts of interest.</li></ul>&nbsp;What we look for:<ul><li>At minimum, a bachelor’s degree preferably in Computing, Information Technology, Information Systems or Business Management.&nbsp;</li><li>At minimum 8 years of Business Analysis experience in the IT industry is required unless you have exceptional experience/exposure in the use of Business Analysis.</li><li>Exposure to Agile (Scrum) will be an added advantage.</li><li>Working experience as a Business Analyst of an IT Service Management (ITSM) platform or a Technology Operations environment is a plus. Preferably Jira Service Management (JSM) or ServiceNow.</li></ul>

Lead Business Analyst – Technology Operations

As a Business Analyst at Wiley, you will be the primary point of contact between the scrum teams at Sri Lanka and the global stakeholders, with the responsibility of identifying, defining, refining, prioritizing, and managing requirement scope to streamline product delivery.The ideal candidate should have a keen interest to grow within the Data Analytics field.&nbsp;How you will make an impact:<ul><li>Lead efforts to identify, define and prioritize product requirements.</li><li>Deploy adequate requirement analysis methodologies and tools to decompose complex business/product requirements into CLEAR Epics and User Stories</li><li>Liaise with the Product Engineering teams to refine, optimize and streamline deliverables that need to be incorporated in incremental product development and delivery.</li><li>Uphold effective communication across relevant technical and non-technical stakeholders.</li><li>Effective engagement of multiple projects to deliver the desired outcomes.</li><li>Participate in system testing, User Acceptance Testing, and Product Demo/Training.</li></ul>&nbsp;What we look for:<ul><li>At minimum a bachelor’s degree preferably in Computing, Information Technology or Business Management.&nbsp;</li><li>At minimum of 5 years of Business Analysis experience with at least 2 years of Data Science/Data Analytics exposure.</li><li>Knowledge of data warehousing.</li><li>Knowledge of fact dimension data modeling.</li><li>Ability to quickly understand data flow and its use in decision-making.</li><li>Exposure to Agile-based Business Analysis practices.</li><li>Capability and the interest to mature in the Data Analytics domain.</li></ul>

Senior Business Analyst – Data Analytics & Insights

We are looking for Senior Engineers with a minimum of 6 years of Java experience to join our exciting and rapidly expanding team in Sri Lanka. This position is a hands-on development role where you will be responsible for the development of Wiley’s Research, Education, and Corporate Learning platforms. You will leverage your in-depth knowledge of Java to work closely with architects, engineers, and product owners to create complex applications. You will also ensure your commitment to the highest quality standards both in functional and non-functional areas.&nbsp; How you will make an impact:<ul><li>Develop, test, and support web-based applications and API development using Java, Spring Boot, React JS, REST APIs, and microservices-oriented architecture.&nbsp;</li><li>Work independently, yet under the guidance of the team lead, architects, BAs, and other stakeholders, committed to quality and timely delivery.&nbsp;</li><li>Take the lead on design discussions/provide solutions and guide/mentor the junior engineers. Provide code reviews.&nbsp;</li><li>Be responsible for maintaining the health of the production system and attend to any production incidents providing quick fixes/workarounds.&nbsp;</li><li>Follow Agile and DevOps methodology with total ownership of the development.&nbsp;</li><li>Thorough understanding of engineering best practices and nonfunctional requirements.&nbsp;</li><li>Follow the latest relevant technologies, techniques, frameworks, tools, methodologies, and processes.&nbsp;</li></ul>&nbsp;What we look for:<ul><li>Minimum of a bachelor's degree in computer science or an equivalent qualification.&nbsp;</li><li>Over 6 years of solid experience in developing applications using Java, Spring Boot, React JS, and SQL/NoSQL databases such as MySQL and Mongo DB.&nbsp;</li><li>Ability to guide/mentor junior developers while working with leads and architects on designing applications.&nbsp;</li><li>Solid communication skills enable working with stakeholders from across the company.&nbsp;</li><li>Proven history with software and system architecture, microservices architecture, and AWS cloud technologies.&nbsp;</li><li>Good working knowledge of caching technologies, front-end technologies, and web architecture.&nbsp;</li><li>Good understanding of engineering best practices and focus on NFRs.&nbsp;</li><li>A good understanding of Quality Engineering principles and practices will be an added advantage.&nbsp;</li><li>Familiarity with CI/CD build/deploy pipelines and modern DevOps practices like Git-Ops.&nbsp;</li><li>Good understanding of technology methodologies including Agile (SCRUM), continuous integration/ continuous development, and automation.&nbsp;</li><li>Familiarity with JIRA and writing user stories.&nbsp;</li></ul>&nbsp;

Senior Software Engineer - Java

We are looking for Senior Engineers with a minimum of 4 years of Java experience to join our exciting and rapidly expanding team in Sri Lanka. This position is a hands-on development role where you will be responsible for the development of Wiley’s Research, Education and Corporate Learning platforms. You will leverage your in-depth knowledge of Java to work closely with architects, engineers, and product owners to create complex applications. You will also ensure your commitment to the highest quality standards both in functional and non-functional areas.Requirements:<ul><li>Minimum of a bachelor's degree in Computer Science or an equivalent qualification.</li><li>Over 4 years solid experience in developing applications using Java, Spring Boot, and SQL/NoSQL databases such as MySQL and Mongo DB.</li><li>Ability to guide/mentor junior developers while working with leads and architects on designing applications.</li><li>Solid communication skills enabling working with stakeholders from across the company.</li><li>Proven history with software and system architecture, microservices architecture and AWS cloud technologies.</li><li>Strong background of architecting and developing high-end/customer-facing online platforms.</li><li>Good working knowledge of caching technologies, front-end technologies, and web architecture.</li><li>Good understanding of engineering best practices and focus on NFRs.</li><li>Good understanding of Quality Engineering principles and practices will be an added advantage.</li><li>Familiarity with CI/CD build/deploy pipelines, and modern DevOps practices like Git-Ops.</li><li>Good understanding of technology methodologies including Agile (SCRUM), continuous integration/ continuous development and automation.</li><li>Familiarity with JIRA and writing user stories.</li><li>Develop, testing and support of web-based applications and API development using Java, Spring Boot, REST APIs, and microservices-oriented architecture.</li><li>Work independently, yet under the guidance of the team lead, architects, BAs and other stake holders, committed to quality and timely delivery.</li><li>Take the lead on design discussions/provide solutions and guide/mentor the junior engineers. Provide code reviews.</li><li>Be responsible maintaining the health of production system and attend any production incidents providing quick fixes/work arounds.</li><li>Follow Agile and DevOps methodology&nbsp;with total ownership of the development.</li><li>Through understanding of engineering best practices and nonfunctional requirements.</li><li>Follow latest relevant technologies, techniques, frameworks, tools, methodologies, and processes.</li></ul>

We are looking for a Senior Engineer – Jira Service Management (JSM) with 3 - 5 years of IT experience to join our team in Sri Lanka. You will leverage your in-depth knowledge of JSM and its related Atlassian products (Opsgenie, Jira, Confluence, Analytics, Intelligence and, Data Lake) to work closely with architects, engineers, product owners, and stakeholders to develop the processes and implement features that empower teams to deliver exceptional service experiences. You will also ensure your commitment to the highest quality standards both in functional and non-functional areas.&nbsp;&nbsp;How you will make an impact:<ul><li>Collaborate with product managers, designers, and other engineers to support the technical roadmap for JSM.</li><li>Design, develop, and implement high-quality, scalable, and maintainable features for JSM.</li><li>Design and maintain custom projects, workflows, schemes, screens, and field configurations.</li><li>Manage user permissions and project roles for JSM.</li><li>Understand and work with Incident, Request, Change, Problem, Access controls and their processes.</li><li>Build, maintain, and utilize a thorough knowledge of the JSM platform, and system administration best practices and guidelines.</li><li>Proactively identify and troubleshoot technical issues.</li><li>Stay up to date on the latest technologies and trends in the ITSM space.</li><li>Develop and/or enhance KB articles for both platform and front-end users.</li></ul>&nbsp;What we look for:<ul><li>Minimum of a bachelor’s degree in Computer Science or an equivalent qualification.</li><li>An in-depth understanding of Java fundamentals and related frameworks, RESTful application development and methodologies.</li><li>Knowledge and experience in Apache Groovy and Jira Query Language (JQL) will be an added advantage.</li><li>Understanding of technology methodologies including ITIL, Agile (SCRUM), continuous integration/ continuous development and automation.</li><li>Familiarity with JIRA and writing user stories.</li><li>In-depth knowledge of JSM or similar ITSM platform will be an added advantage.</li><li>Experience with cloud-based technologies (AWS, GCP, Azure) will be an added advantage.</li></ul>

Senior Engineer - Jira Service Management

We are seeking a RPA Associate Software Engineer who possesses both deep and broad expertise in the RPA domain. The ideal candidate will be well-versed in designing, developing, and deploying RPA solutions, particularly within UiPath and Power Automate, and will demonstrate advanced capabilities in process optimization, system integration, and scalability. How you will make an impact:<ul><li>Collaborate with the RPA development team to design, develop, and test automation solutions using UiPath or MS Power Automate.</li><li>Assist in monitoring and optimizing the performance, reliability, and scalability of deployed RPA bots.</li><li>Provide support for deployed RPA solutions, working towards swift resolution of issues or bugs.</li><li>Stay abreast of the latest trends, technologies, and best practices in RPA development.</li></ul>&nbsp;What we look for:<ul><li>Bachelor’s degree in computer science, Information Technology, or a related field.</li><li>1-2 years of experience with UiPath or MS Power Automate.</li><li>Proficient in dissecting and optimizing complex processes prior to automation.</li><li>Familiarity with RESTful services, API integrations, and basic SQL knowledge.</li><li>Mastery of version control tools like Git and the related best practices.</li><li>Familiarity with exception handling, error logging, and basic bot design for production operations.</li><li>Basic understanding of UiPath Orchestrator's capabilities and Power Automate connectors.</li><li>Exposure to scalable RPA solutions, basic OCR techniques, and cross-platform automation concepts.</li><li>Adherence to RPA security protocols and knowledge of secure coding practices.</li><li>Excellent communication skills, both verbal and written.</li></ul>&nbsp;Good to have Skills:<ul><li>Certifications in UiPath, Power Automate, or related RPA domains.</li><li>Experience with other RPA tools or platforms.</li><li>Knowledge of business process re-engineering</li></ul>&nbsp;

Associate Software Engineer - RPA

As a Talent Acquisition Partner at Wiley, you will be a part of a global team during an exciting time of transformation and growth. We are looking for a proactive teammate to attract, engage, and recruit critical talent globally across multiple business units and levels.&nbsp; How you will make an impact:<ul><li>Partner with business leaders and hiring managers to support all talent acquisition needs including sourcing, screening, and assessing candidate’s skill set and qualifications.</li><li>Support hiring managers through the full-cycle recruitment process from creative strategy development through finalized offer negotiations, acting as the subject matter expert of the talent market and talent acquisition best practices.</li><li>Identify, attract, and close a diverse slate of candidates that align with Wiley’s values and mission.</li><li>Deliver a high-touch candidate and hiring manager experience.</li><li>Liaise with centers of excellence and internal teams (Rewards, HR Business Partners, etc.) to ensure hiring managers and candidates experience a best-in-class recruiting experience.</li><li>Leverage your expertise and experience to hire candidates for Technology positions, taking ownership of the end to end recruitment process.</li><li>Networking through social media and attending locally held networking events.</li><li>Drive the recruitment process to ensure strong momentum and appropriate time to fill.</li><li>Maintain internal recruitment systems and databases with accuracy and consistency.&nbsp;</li><li>Incorporating data into every aspect of your work and conveying market insights to influence and steer the recruitment strategy.</li></ul> What we look for:<ul><li>A minimum of 4 years of experience in full cycle recruitment.</li><li>Experience tailoring diversity pipeline strategies to the business.</li><li>Experience partnering with senior leadership, hiring managers, and all Technology stakeholders to drive project deliverables.</li><li>Extensive experience understanding the Technology industry, encompassing roles, skills, market dynamics and trends.</li><li>A genuine interest and broad understanding of programming languages and web technologies.</li><li>Ability to independently partner with leaders on critical hiring initiatives.</li><li>Passion for delivering an extraordinary candidate experience.</li><li>Skilled sourcers who are prepared to hunt for top talent.</li><li>Creativity in defining, implementing, and executing best-in-class service delivery models to support KPI’s and aggressive hiring needs.</li><li>Internal and external relationship builder.</li><li>Detail oriented, flexible, and creative problem solver.</li><li>Well-established interviewing and negotiation skills.</li><li>Ability to work in a fast-paced environment, over-communicate, and deliver results under pressure while maintaining confidentiality.&nbsp;</li></ul>

Talent Acquisition Partner

As a Senior Business Analyst at Wiley, you will be the primary point of contact between the scrum teams at Sri Lanka and the global stakeholders, with the responsibility of identifying, defining, refining, prioritizing, and managing requirement scope to streamline product delivery.What we look for:<ul><li>At minimum a bachelor’s degree preferably in Computing, Information Technology or Business Management.&nbsp;&nbsp;&nbsp;&nbsp;</li><li>At minimum of 5 years of Business Analysis experience.</li><li>Exposure to Agile (Scrum) will be an added advantage.</li><li>Working experience with CRM, preferably Salesforce</li></ul> <ul><li>Lead all efforts with the Product Management to identify, define and prioritize product requirements.</li><li>Hands on experience with requirement modeling techniques and tools to analyze and visualize functional, non-functional and transition requirements.</li><li>Liaise with the Product Engineering teams to refine, optimize and streamline deliverables that need to be incorporated in incremental product development and delivery.</li><li>Hands on experience with designing mockups and prototypes using standard tools.</li><li>Uphold effective communication across relevant technical and non-technical stakeholders.</li><li>Engage with Technical Operations to identify and resolve product incidents and escalations on a priority basis to meet intended SLAs.</li><li>Exposure to Scrum based Business Analysis practices is an added advantage.</li><li>Effective Engagement of multiple projects to deliver the desired outcomes.</li><li>Excellent organizational skills and strong attention to detail.</li><li>Independent, innovative and problem solver with the ability to apply Business Analysis knowledge and skills at any given situation.</li><li>Lead system testing, User Acceptance Testing, and Product Demo/Training.</li></ul>