Unit4

Role Description We are seeking a ServiceNow Practice Lead to serve as the architect and leader of our ServiceNow platform. In this role, you will be responsible for the strategic development, implementation, and management of the ServiceNow platform across the organization. You will lead a team dedicated to optimizing ServiceNow to support business processes, working closely with various stakeholders to ensure the platform meets current and future needs. - Serve as the lead architect for the ServiceNow platform, overseeing its configuration, implementation, and maintenance. - Lead a team responsible for the development and enhancement of the ServiceNow platform to meet business objectives. - Collaborate with stakeholders to identify business needs and ensure alignment with ServiceNow capabilities. - Develop and implement best practices for ServiceNow governance, security, and optimization. - Ensure seamless integration of ServiceNow with other enterprise applications and systems. - Oversee the administration and daily operations of the ServiceNow platform, ensuring its reliability, security, and performance. - Oversee license management, ensuring the organization remains compliant with ServiceNow licensing agreements. - Manage relationships with ServiceNow and third-party vendors, ensuring optimal service delivery and platform support. Qualifications - Proven experience with ServiceNow as an architect or team leader. - Strong expertise in ServiceNow ITSM, CSM, and HRSD platform development, configuration, and administration. - Strong understanding of ITIL best practices and ITSM and HR processes. - Knowledge of ServiceNow NowAssist AI (advantage). - ServiceNow certification (Administrator, Developer, or Implementation Specialist) is highly desirable. - Leadership skills with experience managing technical teams. - Excellent communication and collaboration skills. - Good English level. Benefits - A culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact. - Balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits. - Growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work. - Talented colleagues, role models, and mentors - work, learn, and be inspired by some of the best talent in the software industry. - A commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme. - A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Role Description The CS Shared Services Specialist is the operational backbone of Unit4's CS shared services function, ensuring that the administrative activity required to keep CS business systems accurate and operational is fulfilled reliably, to defined standards, and on time. This is a generalist role spanning multiple business platforms: - Project and financial record management in the ERP - Opportunity and account maintenance in the CRM - Content publication and user provisioning in the LMS - Management of the services success catalogue The responsibilities reflect the current scope of the function; as the CS division grows and additional administrative activity is consolidated into shared services, the platforms and activities covered by this role will evolve accordingly. The value this role creates is not in any single system, it is in the disciplined, accurate fulfilment of requests across all of them, removing a class of operational distraction from CS practitioners and function leaders so they can focus on customer outcomes rather than administrative overhead. Role Responsibilities - Enables effective execution, governance hygiene, and operational consistency across Customer Success delivery projects by providing administrative, coordination, and control support. - Ensures that Customer Success projects are compliant with standards and operationally frictionless, allowing Project Managers and delivery leads to focus on outcomes, risks, and stakeholder management. - Process project and financial administration requests in the ERP, including creating project structures, updating budget records, and maintaining financial data. - Maintain CRM records in support of CS-led sales activity, including creating and updating opportunity records and ensuring record accuracy. - Administer the Docebo LMS platform on behalf of the Customer Education team, including user access management and course content publication. - Process and manage service requests from across the CS function using the shared services request management framework. - Maintain process documentation for all admin activities within scope, following established runbooks. - Highlight data quality issues or gaps early. - Work closely with reporting/automation and business governance teams to enable scalable, low-effort reporting and governance. Qualifications - Degree in relevant field and 2 to 3 years minimum work experience with the desired skill. - Proven experience in administrative or operational support roles within Customer Success, Professional Services, Operations, PMO, or similar enterprise environments. - Hands-on experience working across multiple business systems. - Strong operational discipline and attention to detail. - Ability to execute high-volume requests reliably and on time. - Experience working within a shared services or centralized operations model. - Comfort working with documented processes and runbooks. - Cross-functional collaboration. - Adaptability and learning agility. - Appetite to use AI effectively to improve reporting and automation. Benefits - A culture built on trust and accountability, giving you the freedom and autonomy to be successful and make an impact. - Balance with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits. - Growth opportunities with tools and guidance required to focus on what really matters. - Talented colleagues, role models, and mentors in the software industry. - A commitment to sustainability with initiatives such as our Environmental, Social, and Governance strategy. - A safe and inclusive working environment supported by our Employee Resource Groups.

• Problem-solving customer business processing issues • Building better solutions for customers • Learning market skills such as Azure, DevOps, troubleshooting, virtualization, operating systems, and the application stack • Collaborating with a team of experts for mentorship and guidance

• Develop and implement a customized success plan for each client, with clear goals, timelines, KPIs, and action items. • Regularly check in with clients to monitor progress, address challenges, and adjust strategies as needed. • Act as the primary point of contact for clients, fostering long-term relationships and continuously enhancing their experience. • Collaborate with clients to maximize the value of their Success Points and provide guidance on available resources and services. • Support client teams by coordinating access to premium education content for administrators and end-users. • Conduct onboarding sessions to introduce clients to available educational resources, ensuring they are well-equipped to make the most of our products. • Be the Voice of the customer (VoC) and their internal advocate, gathering and understanding feedback and data to improve their outcomes and the quality of their experience; Turn insights into action. • Identify and drive new sales opportunities (up/cross sell through CSM qualified leads) in cooperation with your colleagues in sales.

• Develop and own the regional marketing plan aligned to commercial targets • Lead and motivate the regional team, providing direction, coaching, and regular performance feedback • Act as the senior field marketing point of contact for the region • Drive execution of integrated, multi-channel field marketing campaigns across the region • Define and lead the regional new business and customer event strategy • Build strong, trusted relationships with senior commercial stakeholders and regional leadership • Own regional field marketing performance reporting with a clear focus on pipeline contribution, ROI, and business outcomes • Hold responsibility for regional field marketing budget oversight

• Be the Voice of the customer (VoC) and their internal advocate • Gather and understand feedback and data to improve outcomes and experience quality • Deliver added value services through offerings to increase product value and adoption • Identify and drive new sales opportunities (up/cross sell through CSM qualified leads) • Serve as the primary contact in customer success organization to drive solutions for better risk management and retention • Create and manage a customer success plan alongside the account manager and customer • Develop and provide virtual business reviews with C-level executives and management • Ensure product ideas, needs and value drivers are known, captured and articulated to the business community

• Execute Partner Support Strategy – Translate the Partner Support strategy defined by the Partner Engagement Director into actionable plans. • Lead Partner Support Pod – Coordinate and guide Partner Support Pod operating in an Agile framework. • Own Support Operations and Backlog Management – Collaborate with Support Management to manage and prioritize the partner support backlog. • Act as Senior Partner Contact – Serve as a trusted point of contact for partners on support-related topics. • Oversee Partner Issues and Escalations – Act as a senior escalation point for complex or high-impact partner issues. • Drive Cross-Functional Execution – Work closely with Product, Engineering, Cloud Operations, Customer Success, and Business Improvement teams. • Own Performance Monitoring and Improvement – Track and analyze support KPIs. • Drive Process, Tooling, and Operational Improvements – Identify inefficiencies and recurring issues. • Support Partner Enablement and Adoption – Execute partner enablement initiatives. • Enhance Support Documentation and Knowledge – Partner with the Business Improvement Team to improve knowledge base quality. • Facilitate Agile Processes and Delivery Routines – Ensure effective Agile practices and drive continuous improvement. • Provide Insights and Recommendations – Act as a thought partner to the Partner Engagement Director. • Support Partner Support Initiatives and Programs – Lead and contribute to cross-functional initiatives and programs.

• Be the Voice of the customer (VoC) and their internal advocate • Deliver added value services through offerings to increase product value and adoption • Identify and drive new sales opportunities in cooperation with colleagues in sales • Serve as the primary contact in the customer success organization • Create and manage a customer success plan alongside the account manager and customer • Develop and provide virtual business reviews with C-level executives

• As a Technical Support Consultant for Unit4 ERP, you are the first point of contact for our customers on IT and Business Application related questions for our solutions. • Provide a professional, efficient, and effective support service to Unit4 customers in the resolution of support cases and the completion of a variety of other tasks required to support our customer base. • To progress each issue through to conclusion, liaising with colleagues and R&D, as appropriate. • Investigate, process and document application defects passed to the Technical Support team. • Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation. • Handle customer escalations, taking ownership of complicated issues and always keep customers updated of progress. • Comply with the Company’s information and Security Requirements and all Company Business procedures, policies, and ISO standards. • Investigate, document and present to the Customer Support Team Leader process improvements that enhance the customer experience. • Identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels. • Be responsible for your own personal development plan which must include both product/technical knowledge as well as soft skill development. • Eventually train and mentor less experienced members of the team around product knowledge, skills and processes. • Work in a team environment to help and assist colleagues.

Role Description The CS Shared Services Specialist is the operational backbone of Unit4's CS shared services function, ensuring that the administrative activity required to keep CS business systems accurate and operational is fulfilled reliably, to defined standards, and on time. This is a generalist role spanning multiple business platforms: - Project and financial record management in the ERP - Opportunity and account maintenance in the CRM - Content publication and user provisioning in the LMS - Management of the services success catalogue The responsibilities reflect the current scope of the function; as the CS division grows and additional administrative activity is consolidated into shared services, the platforms and activities covered by this role will evolve accordingly. The value this role creates is not in any single system, it is in the disciplined, accurate fulfilment of requests across all of them, removing a class of operational distraction from CS practitioners and function leaders so they can focus on customer outcomes rather than administrative overhead. Role Responsibilities - Enables effective execution, governance hygiene, and operational consistency across Customer Success delivery projects by providing administrative, coordination, and control support. - Ensures that Customer Success projects are compliant with standards and operationally frictionless, allowing Project Managers and delivery leads to focus on outcomes, risks, and stakeholder management. - Process project and financial administration requests in the ERP, including creating project structures, updating budget records, and maintaining financial data in line with requests from CS ePMO and function managers. - Maintain CRM records in support of CS-led sales activity, including creating and updating opportunity records, tracking pipeline data against defined fields and formats, and ensuring record accuracy. - Administer the Docebo LMS platform on behalf of the Customer Education team, including provisioning and managing user access, publishing and maintaining course content, and supporting configuration updates. - Process and manage service requests from across the CS function using the shared services request management framework. - Maintain process documentation for all admin activities within scope, following established runbooks and flagging procedural gaps for resolution. - Highlight data quality issues or gaps early. - Work closely with reporting/automation and business governance teams to enable scalable, low-effort reporting and governance. Qualifications - Degree in relevant field and 2 to 3 years minimum work experience with the desired skill. - Proven experience in administrative or operational support roles within Customer Success, Professional Services, Operations, PMO, or similar enterprise environments. - Hands-on experience working across multiple business systems. - Strong operational discipline and attention to detail, with a demonstrated ability to maintain high data accuracy. - Ability to execute high-volume requests reliably and on time. - Experience working within a shared services or centralized operations model. - Comfort working with documented processes and runbooks. - Cross-functional collaboration. - Adaptability and learning agility. - Appetite to use AI effectively to improve reporting and automation. Benefits - A culture built on trust and accountability, giving you the freedom and autonomy to be successful and make an impact. - Balance with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits. - Growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you. - Talented colleagues, role models, and mentors - work, learn, and be inspired by some of the best talent in the software industry. - A commitment to sustainability with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme. - A safe and inclusive working environment supported by our Employee Resource Groups, which are open to all.