Role Description The Portal Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Key Responsibilities - Providing excellent customer service - Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs - Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed - Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s) - Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues - Adhering to policies and procedures such as HIPAA and client notification expectations - Attending and participating in team meetings - Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested Qualifications - Excellent customer service and communication skills, written and verbal - Proficient in English to support our clients’ needs. Spanish is a plus - Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills - Ability to apply problem solving skills across repetitive tasks - Ability to work nights and weekends, depending on assigned shift - Strong attention to detail and ability to organize - Must be able to work independently, as well as within a team environment - Must demonstrate and embody Nordic’s maxims Requirements - Working in Madison, WI, is not required, but preferred. Trips to the Nordic Home Office in Madison, WI will be expected - Ability to travel up to 5% of the time Company Description Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

Role Description We are looking for experienced ServiceNow Solution Architect to join our team on a part-time basis (10+ hours/week). This role is ideal for a senior expert who wants to stay hands-on with ServiceNow implementations while contributing strategically to architecture, integration, and delivery excellence across complex ecosystems. Key Responsibilities: - Gather and analyze client requirements - Gather requirements, design scalable ServiceNow solutions - Oversee full cycle implementation - Customer-facing stakeholder management - Support pre-sales efforts through solutionning and proposal input - Offer best practice advisory and technology governance - Develop and deliver training for client and internal teams - Plan and supervise data migration activities - Coach internal team members and conduct technical interviews - Run specialized training programs related to assigned technologies Qualifications - 6+ years in ServiceNow domain with ITSM, ITOM, CMDB - Strong portfolio or relevant project references - CSA / CAD / CIS certifications (preferred) - Agile/Scrum delivery experience Requirements - Excellent written and verbal English communication - Ability to explain technical topics to non-technical stakeholders - Proactive communication and strong team collaboration - Comfortable working in distributed, multicultural environments - Availability for daily standups, sprint planning, and retrospectives - Minimum 2 hours/day overlap with EET time zone Benefits Join us to architect modern, future-proof solutions while maintaining a flexible, part-time schedule with a high-impact team! Company Description Our client is a San Francisco-based AI startup developing customer service solutions. This product acts as an "AI Customer Advocate" — it automatically resolves requests, coordinates internal teams and third-party partners, and works in the customer's interest, not just the company's. Recruiter - Anastasiya Matveyeva

Role Description The ServiceNow Manager will be the subject matter expert for all modules within ServiceNow along with partnering with business leaders and key stakeholders for the design, development, and architecture of core ServiceNow capabilities in accordance with business and client requirements to meet business goals and objectives. This role will be a critical member of the Operations team. - Manages a team of developers, vendors, and administrators who support the ServiceNow application. - Leads the design, development, and continuous improvement of solutions in ServiceNow for internal and external projects. - Collaborates with key business leaders, stakeholders, and Information Technology team for the design requirements and implementation for development projects. - Creates and maintains reports and dashboards. - Leads the support, administration, and maintenance of ServiceNow platform and associated applications. - Creates and maintains API and data integrations between the platforms and other services and applications. - Develops system integrations and process automation to meet the business and client goals and objectives. - Monitors health, usage, and overall compliance of ServiceNow applications. - Loads, manipulates, and maintains data between ServiceNow and other systems. - Leads and participates in administration of ServiceNow to include upgrades and updates. - Serves as ServiceNow technical contributor, maintains technical expertise, relevant industry standards, and best practices. - Ensures the logical and systematic conversion of product requirements into systems solutions that acknowledge technical, schedule, and cost constraints. - Researches and resolves more complex technical problems in both production and non-production environments. - Develops creative technical solutions to complex problems. - Exercises judgment in methods, techniques, and evaluation criteria for obtaining results. - Applies technical expertise and knowledge to other related disciplines. - Appropriately identifies and assesses risk when business decisions are made, including but not limited to compliance and operational risks. - Demonstrates consideration for BCS365’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues. - Perform other related duties as assigned. Qualifications - BS degree required, preferably in Computer Sciences, Information Technology, Computer Engineering, or related IT discipline, or equivalent experience. - Minimum 7+ years of experience developing, implementing, configuring, and customizing ServiceNow in an enterprise environment. - Experience in Custom Application Development using ServiceNow. - Proficiency in ITIL practices and Incident Management tools within ServiceNow. - Experience with integrations from ServiceNow to other applications via API connections is a plus. - Strong business and analytical skills with the ability to recommend solutions. - Strong problem-solving and troubleshooting skills. - Experience being a product owner with a technical background in development. - Motivated team player with demonstrated success in communicating complex subject matter to all levels of the organization including senior leadership. - Experience working with ServiceNow in a Scrum/Agile environment, prioritizing features, and leveraging the tool for automation testing. - Skilled in managing product backlogs in Agile, handling bug fixes, conducting UAT, creating flow charts and diagrams to visualize workflows. - Experience in collaborating with technical teams and business leaders. - Strong communication skills. - Skilled in requirements gathering and documentation. Benefits - Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness. - Paid Time Off (Vacation, Holidays, Birthday). - 401k Retirement Plan with Company Match. - Peer-to-Peer Recognition. - Learning and Development. - Pet Insurance. - Fun On and Off-Site Events. - Referral Bonus Program. - Employee Assistance Program.

• Lead technical delivery of SecOps implementations, with a focus on SIR and VR modules • Run client workshops (onsite and remote) to understand challenges and co-design solutions • Translate requirements into scalable platform configurations aligned to ServiceNow best practices and Now Create methodology • Act as a trusted technical advisor, providing clear direction and risk guidance to clients • Mentor and oversee Technical Consultants, maintaining quality across agile project delivery • Drive documentation, continuous improvement, and client satisfaction throughout the project lifecycle