BCM One

ServiceNow

• Configure, administer, and optimize the ServiceNow platform across users, workflows, integrations, and reporting.
• Lead end to end migrations from legacy systems such as Zendesk and Autotask into ServiceNow.
• Collaborate with business stakeholders to translate requirements into scalable solutions.
• Build integrations with enterprise systems including CRM, billing, and monitoring tools.
• Develop dashboards and analytics to support operational decision making.
• Establish governance standards, change management processes, and documentation.
• Troubleshoot platform issues and serve as the escalation point for ServiceNow concerns.
• Support the company wide build out of the platform in the first year.

Senior ServiceNow Administrator

Director

• Lead and develop a global service fulfillment organization spanning the USA, UK, New Zealand, Philippines, and other international locations.
• Serve as a transformational leader during a critical period of business modernization, helping unify established teams, standardize processes, and build a center-of-excellence model across the organization.
• Lead service fulfillment's participation in strategic initiatives, including ServiceNow implementation, internal platform integration, and other modernization projects.
• Establish and manage KPIs, SLAs, quality metrics, and performance reporting to ensure exceptional service delivery.
• Serve as an escalation point for complex customer issues and critical service delivery challenges.
• Partner cross-functionally with Product, Engineering, Network, and Sales teams to improve service delivery capabilities and customer outcomes.
• Build strong relationships across the organization and influence stakeholders to drive change, process improvements, and operational priorities.
• Develop a roadmap for creating greater consistency, scalability, and alignment across service fulfillment teams while fostering a culture of accountability, customer focus, and continuous improvement.
• Ensure compliance with industry regulations, company policies, and security standards.
• Build strong relationships with carriers, vendors, and internal stakeholders to drive operational success and deliver business outcomes.

Senior Director, Service Fulfillment

Billing Specialist

• Participate in collection and reconciliation processes, ensuring timely follow-up and resolution of outstanding payments
• Submit invoices to customer portals such as Coupa, Ariba, and Tungsten
• Build customer portals, set up and edit workflows, and upload customer invoices to third-party portals, ensuring compliance with client-specific requirements
• Handle billing tickets and resolve any discrepancies
• Communicate with internal and external customers to address billing inquiries
• Monitor and reduce aging reports by following up on unpaid invoices

Accounts Receivable, Billing Specialist

Business Operations

• Measure project performance and monitor metrics to identify areas for improvement
• Support internal projects and, over time, take ownership of leading projects, running meetings, and recommending process improvements
• Evaluate potential problems and technical hitches and assist in developing solutions
• Plan and manage team goals, project schedules, and resources (internal and external), ensuring projects remain on track and within scope, schedule, and budget
• Manage project-related documentation by ensuring all necessary materials are current, properly filed and stored
• Manage project correspondences by preparing and reviewing project proposals, memos, meeting minutes, and emails
• Build strong partnerships and collaborate across teams to align objectives
• Work on multiple projects simultaneously
• Liaise with management to define project requirements, scopes, and objectives that align with organizational goals
• Document complete project plan, identify milestones, risk, change management and metrics for success
• Achieve organizational goals while adhering to company standards and project management best practices

Junior Project Manager, Business Operations

Sales Engineer

• Partner with our Enterprise sales team throughout the full sales cycle, from discovery through close.
• Act as a technical subject matter expert during customer meetings, presentations, and solution discussions.
• Lead technical discovery to understand customer requirements, infrastructure, and business objectives.
• Design and propose solutions that align customer needs with our enterprise offerings.
• Deliver product demonstrations, technical presentations, and solution overviews to varied stakeholder groups.
• Liaise with sales to respond to technical questions, RFPs, and security or architecture reviews as needed.
• Collaborate with internal teams (product, engineering, implementation) to validate solution feasibility.
• Support proof-of-concept efforts and pre-sales validation when required.

Support Engineer

• Resolve Priority 2 (high priority/urgent) tickets efficiently, following troubleshooting guidelines and critical thinking.
• Create, manage, and document tickets in our system while adhering to protocols and Service Level Agreements (SLAs).
• Handle escalations from Tier 1 and collaborate with Tier 3 support when necessary.
• Assist customers via phone, chat, and tickets with professionalism and clarity.
• Train and mentor Tier 1 Support staff, contributing to their growth and development.

Tier 2, NOC Support Engineer

Account Manager

• Manage and grow relationships with strategic enterprise clients to ensure customer satisfaction and retention
• Develop and execute account plans that drive business growth and maximize revenue opportunities
• Identify upsell and cross-sell opportunities within existing accounts to expand our footprint
• Lead complex sales cycles and negotiations to close deals with large organizations
• Monitor and report on account performance, customer feedback, and market trends to inform strategy
• Build and maintain strong long-term client relationships through regular communication and business reviews

Enterprise Account Manager

• Uncover opportunity others have missed through research and proactive outreach within assigned base.
• Build and manage high-volume outbound activity, including cold calling and email.
• Research accounts to identify decision makers, existing services, and whitespace opportunities.
• Re-engage inactive or underpenetrated customers and rebuild relationships.
• Qualify needs and uncover cross-sell opportunities for new solutions without disrupting existing partner agreements.
• Schedule meetings and pass qualified opportunities to Account Executives for closure.
• Protect and navigate partner and agency relationships, ensuring proper attribution and compliance.
• Track all outreach and opportunity activity in CRM systems with strong data discipline.
• Collaborate across Sales, RevOps, and Channel teams to align on strategy.

Security Analyst

• Monitoring and triaging alerts from SIEM, endpoint, identity, and cloud security tools
• Investigating suspicious activity and escalating incidents in line with BCM One’s Incident Response Plan
• Supporting vulnerability and patch management efforts across business units
• Contributing to compliance activities such as SOC 2 and ISO 27001 through evidence collection and control testing
• Collaborating with IT and Engineering teams to enforce secure configurations and access controls
• Documenting procedures, findings, and operational playbooks to improve security operations over time
• Supporting security awareness initiatives and internal training efforts

Technical Writer

• Writing, editing, and maintaining operational and partner‑facing documentation, including SOPs, technical guides, workflows, and knowledge base articles
• Reviewing and editing marketing copy, including long‑form blogs and product‑related content
• Producing documentation for new product releases, service updates, and operational changes within our eCommerce brands
• Attending product, marketing, and cross‑functional meetings to understand upcoming initiatives and proactively plan documentation needs
• Partnering closely with Engineering and Support teams to identify documentation gaps and keep content current
• Organizing and maintaining documentation in tools such as Confluence, Docs360, and Elevio, with a focus on version control and usability
• Helping evolve documentation standards, templates, and style guides to improve consistency and efficiency

Account Executive

• Own the full sales cycle from qualification through to close on high-value enterprise accounts across multiple verticals.
• Deeply understand client pain points and align BCM One’s portfolio of solutions to meet business outcomes.
• Act as a consultative partner, collaborating with Sales Engineers, Product, and Support teams to design and deliver compelling technical solutions.
• Manage and expand relationships with decision-makers and C-level stakeholders.
• Maintain a strong pipeline of opportunities using solution-based selling frameworks.
• Represent the BCM One brand with credibility, integrity, and an obsessive focus on customer success.

National Account Executive

• Own the full sales cycle from qualification through to close on high-value enterprise accounts across multiple verticals
• Deeply understand client pain points and align BCM One’s portfolio of solutions to meet business outcomes
• Act as a consultative partner, collaborating with Sales Engineers, Product, and Support teams to design and deliver compelling technical solutions
• Manage and expand relationships with decision-makers and C-level stakeholders
• Maintain a strong pipeline of opportunities using solution-based selling frameworks
• Represent the BCM One brand with credibility, integrity, and an obsessive focus on customer success.