The Senior Application Engineer will be a critical part of the IT, reporting to the Senior Director of IT Service Delivery. In this role, you will be responsible for delivering the highest level of customer service when responding to calls. You will use knowledge of both hardware and software, along with critical thinking skills, to provide solutions for Global, and make recommendations to our customers that allow these teams to run more smoothly and efficiently. There is an expectation of understanding the needs of the client and the understanding of the hardware technical specifications.

We offer a flexible work environment. This means working up to 2 days a week remotely and the rest of the time in the office in Waltham, MA.

For over 75 years Global Partners has been delivering the energy, products, and services that make life better. We’ve also successfully developed community integrated convenience stores where we are transforming the customer experience and rethinking what it means to lead as an adaptive energy distribution company. This is a source of pride and frankly we don’t plan on stopping. With our recent game changers such as Alltown Fresh Gourmet Market and Renewable Diesel Fuel, we are looking to continue responsible and innovative growth. From design, supply, and tech we’re looking for people to contribute to our company’s direction. Global Partners is a great opportunity for those looking to develop their career with a longstanding company motivated by what’s next.

The Types of “Energy” You Bring

• Excellent written and verbal communication skills
• Strong attention to details
• You are self-motivated and like to take initiative
• You are a team player with a positive attitude
• You have strong time management skills

“Gauges” of Responsibility

• Provide technical support, guidance, implementation of ServiceNow
• Gather information from internal customers on their requirements for relevant information from our new ITSM tool:
• Design changes
• Test changes
• Deploy changes
• Develop dashboards based on customer requirements.
• Develop and implement all functions- incident, problem, change, asset management, configuration management
• Assist in building out a service Catalog
• Help with construction of knowledge base
• Developing and customizing ServiceNow workflows, forms, and scripts to meet business requirements
• Designing and implementing ServiceNow integrations with other systems and applications
• Leading ServiceNow implementation projects and providing guidance to junior engineers
• Conducting code reviews and ensuring adherence to coding standards and best practices
• Troubleshooting complex ServiceNow issues and providing resolutions
• Developing and maintaining technical documentation, such as design documents and user manuals
• Collaborating with cross-functional teams to identify business requirements and recommend solutions
• Staying up to date with the latest ServiceNow features and capabilities and making recommendations for their implementation
• Serve as a Service Desk point of contact for 2nd, 3rd, and 4th tier tech support calls
• Define priorities and assist with the higher-level calls, ensuring quality troubleshooting services are delivered to clients in a timely manner

“Fuel” for You

• Coins! We offer competitive salaries and opportunities for growth. We mean it! We have an amazing Talent Development Team who create trainings for growth and job development.
• Health + Wellness - Medical, Dental, Visions and Life Insurance. Along with additional wellness support.
• The Road Ahead – We offer 401k and a match component!
• Professional Development - We provide tuition reimbursement; this benefit is offered after 6 months of service.
• Give Back! We believe in community support. We know everyone gives in their own way, that’s why we offer paid volunteer time-off to you to help an organization of your choice.

The GPS of our Interview Process

• First thing first, if you’re interested in the role, please apply.
• A talent acquisition team member will review your resume in partnership with the hiring manager. If your experience would lend to this opportunity a recruiter will contact you.
• We conduct “in-person” (ZOOM) interviews and provide additional interview information or other items needed at that time.

QUALIFICATIONS

• 5-7 years of technical application, customer support or sales experience in the test and measurement industry preferred
• ITIL Foundations certification is highly desired
• Experience with an ITSM application is required. Testing, implementing, administering
• Proficiency with office tools (Excel, Power Point, Word,) a plus
• Understanding of Project Management, not necessary to have a PMP, but a solid understand of Agile Project Management.

Education Requirement

• Bachelor’s Degree or equivalent knowledge preferred

Research shows that many, especially women and marginalized people, are hesitant to apply for job if they don’t check every box. If you are excited about this position, and think you could have an impact here, please apply anyway, even if you don’t meet every point on the job description. We’d love to hear from you.

Global is committed to attracting, developing and retaining a highly qualified, diverse and dedicated work force and maintains a zero-tolerance policy with respect to discrimination in its workplace. We consider applications for all positions without regard to age, ancestry, race, gender, color, religion or creed, marital status, national origin, citizenship, disability, military or veteran status, sexual orientation, gender identity and expression, genetic predisposition or carrier status, status as a victim or witness of domestic violence, sex offenses or stalking, prior record of arrest or conviction, unemployment status or any other classification or status protected by applicable state, local or federal law. If you have a disability and need an accommodation to apply, please contact our recruiting department at 781-891-4000.