Eaton Vance Service Platform Manager in Boston, Massachusetts
By joining Eaton Vance, you’ll become part of a company that has one of the best employee retention rates in the financial services industry. We offer competitive salaries, generous benefits, and tremendous opportunities for growth and development. If you do not see a position that fits your career objectives, please return to this site in the future as our hiring needs will change. We look forward to your becoming a part of our continued success!
Eaton Vance is seeking a Service Platform Manager with development and configuration experience with Cherwell and Jira. As Service Platform Manager, you'll be leading a team that is responsible for enterprise-wide support of the Cherwell Service Management solution as well as the Atlassian technologies and all new development and enhancements to these tools.
Building out Site and workflow creation, Form Design, Business logic/workflow, user/role/group provisioning and maintenance
Build new APIs for integration with other systems
Build out new Service Catalogs
Develop and configure reporting and trending dashboards.
Develop Cherwell application modules in conformances with the adopted methodologies, standards and practices.
Develop and execute Cherwell test plans as directed.
Develop application documentation conforming standards.
Lead requirements elicitation, analysis, and documentation for system enhancements, as well as minor updates and change requests.
Operate as a coordination and communication point for service management and service teams.
Partner with service management areas to mature the service management model and roadmap.
Provide service operational reporting to facilitate business decision-making and technology activities.
Analyze business and IT performance data to discover opportunities for service improvement.
Serve as a primary contact for service management strategy and operations inquiries and issues.
Serve as the primary liaison between internal and external users and technical resources to translate business needs into technical requirements.
Develop meeting summaries, requirements documentation, screen designs, and other SDLC artifacts within required timeframes.
Maintain JIRA projects, workflows, permissions, and users while working in JIRA cloud
Work with JIRA security. Set access permissions for JIRA projects and Confluence spaces.
Work with JIRA filters, reporting, dashboards, workflows, fields, and JIRA administration.
Working with PMO and Stakeholders as SME on Jira scalability, processes, best practices, and architecture
Configuring, maintaining, administering, and enhancing JIRA Cloud, Confluence, JIRA Service Desk, and key 3rd party add-ons
Helping guide the configuration and documentation of client JIRA and Confluence instances
Working with customers to enable custom workflows, fields, screens, dashboards, and reports
Creating and managing complex configuration elements including project workflows, screen schemes, permission scheme, and notification schemes
Installing and configuring 3rd party add-ons for Atlassian products to provide enhanced capabilities
Minimum of 8 years of related experience working in an IT support environment, including IT project/program management & financial management
5+ years of experience in IT Service Delivery or Management
5+ years of Solution Engineering/Development experience
Experience with Cherwell Service Management is required
System/Process Automation (Orchestration) experience
Lead manual testing efforts for each release in dev and beta environments
Develop and maintain test plans and scripts for manual testing
Coordinate with the functional owner and developers to research anomalies, identify root cause, and troubleshoot through resolution
Capture and document metrics in support of the user acceptance testing and recommend improvements
Demonstrated experience designing and implementing IT business processes and solutions.
Demonstrated ability to implement process model and workflow change within an IT environment.
Exceptional analytical, problem solving, collaboration, communication and presentation skills
Provide estimates for testing and requirements analysis
Excellent verbal and written communication skills
Excellent collaborative skills.
Experience implementing systems using the Agile/Scrum methodology
Experienced in the System Development Life Cycle (SDLC) processes
Analyze, review, and document current functionality to determine potential areas of improvement.
This policy applies to Eaton Vance Corp. and all subsidiary companies (the “Company”).
The Company is an equal opportunity employer and is committed to providing a work environment that is free of discrimination and harassment. It does not discriminate against applicants or employees with respect to any terms or conditions of employment on account of race, color, religion, creed, national origin, ancestry, sex, sexual orientation, age, pregnancy, parenthood, physical or mental disability (actual or perceived), medical condition including genetic characteristics, marital status, citizenship status, military service, gender, gender identity or expression, registered domestic partner status, domestic violence victim status, status with regard to public assistance, or any other characteristic protected by applicable federal, state or local laws. Eaton Vance also prohibits discrimination based on the perception that a person has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. This commitment applies to all persons involved in the operations of the Company, and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers. All employment decisions shall be consistent with the principles of equal employment opportunity.
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Eaton Vance is a leader in pioneering innovative investment strategies that address investor needs amid changing market environments. As a company, we have long embraced six core values: integrity, professionalism, teamwork, client focus, creativity/adaptability and excellence. As a workplace, Eaton Vance offers its employees a quality work environment and a congenial, collaborative atmosphere.
The company is consistently ranked among the Top 100 Places to Work in Massachusetts by The Boston Globe.