JWay Group, Inc.

Customer Support

• Manage, prioritize, and track operational and technical tasks.
• Provide first-line technical support and troubleshoot reported issues.
• Monitor, maintain, and optimize automation workflows using tools such as Activepieces, Make, and n8n.
• Collaborate with internal teams to ensure timely task completion and process alignment.
• Build, maintain, and update reports and dashboards to track performance and progress.
• Support customer onboarding and ensure smooth delivery operations.
• Maintain internal documentation, SOPs, and process updates for continuous improvement.

Automation Support Specialist

ServiceNow

• Design, configure, and deploy ServiceNow solutions aligned with business requirements, including both standard and custom applications.
• Collaborate with stakeholders (Product, HR, PMO, Finance, Engineering) to gather and translate requirements into technical specifications.
• Configure forms, fields, views, dashboards, and reports to support operational and strategic needs.
• Implement role-based access controls (RBAC) and user-friendly interfaces optimized for scalability and usability.
• Manage data imports, integration setups (e.g., HRIS, Jira, Oracle), and automation workflows using Flow Designer or Script Includes.
• Ensure adherence to ServiceNow best practices, maintaining upgrade-safe and compliant solutions.
• Conduct unit and integration testing, support UAT, and assist with production deployments.
• Provide post-implementation support, including bug fixes, enhancements, and user training.
• Participate in knowledge transfer sessions and maintain technical documentation and SOPs.
• Stay updated with new ServiceNow releases and recommend improvements to enhance system performance.

ServiceNow Specialist – Implementation & Support

Operations

• Responsible for overseeing the development, analysis, and upkeep of reports and dashboards aimed at monitoring predictive and performance trends
• Conduct ad hoc analysis for multiple departments to provide guidance for business strategy and facilitate decision making processes.
• Analyze existing business processes, workflows, and operations within the Program.
• Identify process bottlenecks, inefficiencies, and areas for improvement.
• Work closely with process owners to understand their requirements and pain points.
• Collect, organize, and analyze data related to process performance, quality, and key performance indicators (KPIs).
• Generate reports and insights from data analysis to drive decision-making.
• Collaborate with clients and internal stakeholders to gather and document business requirements.
• Translate business needs into clear and actionable requirements for process improvement.
• Propose and design process improvements and optimizations to meet client and company objectives.
• Develop detailed process documentation, including flowcharts and Standard Operating Procedures (SOPs).
• Manage and oversee the implementation of process improvements and changes.
• Monitor project timelines and ensure that milestones are met.

Operations Analyst

Salesforce Developer

• Report progress or issues to the Project Manager on the client side
• Drive the execution and delivery of features by collaborating with cross-functional teams, architects, product owners, and developers (3-4 members)
• Responsible for short release cycles, feature toggle implementations, and continuous integration
• Responsible for development process improvement and removing impediments
• Contribute to development tasks such as coding and feature verifications to assist teams with release commitments
• Coaching and mentoring through technical (and nontechnical) challenges
• Innovate and drive the development of technical knowledge around Salesforce.com technologies
• Collaborate on developing, designing, and continuing enhancement of solutions/customizations on the Salesforce platform
• Design, develop, test, and support custom salesforce.com applications software using Apex Triggers, VisualForce or Sites pages, Web Services, Salesforce.com Metadata API
• Training new users on how to use the software, including creating new accounts and adding contacts
• Creating reports based on sales data to help managers identify areas for improvement
• Creating new user accounts, resetting passwords, and troubleshooting problems with existing accounts
• Creating reports on business performance such as sales figures, market trends, and customer behavior patterns

Automation Support Specialist

ServiceNow Specialist – Implementation & Support

Operations Analyst

Salesforce Technical Lead