Cloudforce

Customer Success Manager

• Serve as the primary point of contact for nebulaONE subscription clients.
• Build and maintain strong, long-lasting client relationships.
• Understand clients’ business objectives and proactively address their needs.
• Monitor client accounts to ensure subscription usage, renewal, and expansion.
• Educate clients on nebulaONE features, updates, and best practices to maximise value.
• Address client enquiries, troubleshoot issues, and coordinate with technical teams for resolution.
• Advocate for clients internally to ensure their feedback and concerns are addressed.
• Identify opportunities for clients to benefit from additional nebulaONE products or enhanced subscription tiers.
• Deliver regular account reviews and usage reports to clients.
• Collect and relay client feedback to product and project teams for continuous improvement.

Customer Success Associate

Scrum Master

• Lead the full scrum cadence (planning, daily standups, refinement, review, retrospectives) with disciplined, pragmatic facilitation that respects the team's time.
• Protect sprint commitments by managing scope changes transparently, surfacing impacts and trade-offs before they become surprises.
• Remove blockers quickly; escalate decisively when impediments cannot be resolved within the team.
• Coach and support the team in effective Agile/Scrum practices through credibility, consistency, and collaboration — not prescription.
• Use delivery metrics (velocity, cycle time, throughput) and dashboards to improve predictability and drive continuous improvement — not to police.
• Foster a team culture focused on clarity, accountability, outcomes, and continuous improvement over ceremony and activity.
• Facilitate discovery workshops and refinement sessions to uncover true needs, constraints, and edge cases beyond initial requests.
• Partner with product and engineering to ensure user stories are clear, testable, and carry well-defined acceptance criteria — filling gaps yourself when needed.
• Challenge assumptions, resolve ambiguity, and make trade-offs explicit during refinement so engineers aren't guessing during implementation.
• Maintain a single source of truth in JIRA (epics, stories, dependencies, links, priorities) and keep it accurate, current, and trustworthy.
• Produce lightweight, high-value supporting artifacts as needed (process flows, decision logs, dependency maps) to aid alignment and execution.
• Coordinate with Delivery Manager and stakeholders on readiness, risks, dependencies, and upcoming work to ensure smooth delivery.
• Proactively identify and address process bottlenecks, quality gaps, and communication breakdowns before they become delivery issues.

IT Support

• Serve as the final escalation point for complex technical issues unresolved by Tier I and Tier II, owning tickets through to resolution within ServiceNow.
• Diagnose and resolve advanced hardware, software, network, and infrastructure issues, documenting all findings and resolutions in ServiceNow incidents, problems, and change records.
• Lead root cause analysis (RCA) for critical incidents and outages, completing post-mortems and linking problem records to known error articles in the ServiceNow CMDB.
• Administer and troubleshoot enterprise systems including servers, virtualization platforms, cloud environments, Entra ID, and core network infrastructure.
• Investigate and respond to security incidents, enforcing patch management, vulnerability remediation, and compliance policies.
• Create and maintain technical documentation.
• Build and maintain ServiceNow workflows, Flow Designer automations, and catalog items to streamline service delivery and reduce manual ticket handling.
• Develop and deploy automated solutions using PowerShell, Python, or Bash to eliminate repetitive tasks, accelerate remediation, and improve system reliability.
• Leverage ServiceNow reporting and dashboards to identify ticket trends, recurring incidents, and opportunities for proactive problem management.
• Engage vendors and third-party publishers to resolve product defects and act as a technical liaison between IT and business stakeholders during major incidents or projects.
• Author and maintain knowledge base articles, runbooks, and SOPs within ServiceNow, and mentor Tier 1/2 staff to reduce escalation volume.

Helpdesk Technician III

Security Analyst

• Monitor security systems and networks for threats, vulnerabilities, and suspicious activity.
• Investigate security incidents and breaches, documenting findings and response actions.
• Assist with vulnerability assessments and support penetration testing efforts.
• Analyze security logs, alerts, and reports from various security tools.
• Respond to and remediate security incidents following established procedures.
• Assist with implementing and maintaining security controls and technologies.
• Manage and maintain endpoint management and mobile device management (MDM) platforms, including device compliance policies and secure configuration baselines.
• Support the configuration and enforcement of conditional access policies and identity-related security controls.
• Develop and update security policies, procedures, and documentation.
• Stay current on common attack techniques and defensive best practices.

Accounting Manager

• Process vendor invoices and ensure proper coding, approvals, and documentation.
• Execute vendor payments via ACH and maintain accurate payment records.
• Set up and maintain vendor profiles, including ACH and W-9 documentation.
• Respond to vendor inquiries and resolve discrepancies in a timely manner.
• Prepare and issue accurate client invoices in accordance with contract terms.
• Monitor AR aging and follow up on outstanding balances.
• Apply client payments and reconcile AR accounts.
• Coordinate with internal teams to resolve billing discrepancies.
• Set up new projects in Unanet, assign them to the correct points of contact, and help maintain status updates.
• Assist with month-end and year-end close activities.
• Maintain accounting documentation and ensure compliance with internal controls.
• Assist with internal and external audits.
• Support payroll processing and expense reporting as needed.
• Assist with other accounting tasks as needed.
• Generate standard financial reports and assist with ad hoc analysis.
• Ensure compliance with GAAP and company accounting policies.

Customer Success Associate

Scrum Master

Helpdesk Technician III

Security Analyst

Accounting Specialist