Job Description

At Starbucks, our mission is to inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time. Starbucks Technologists work to achieve this mission through the use of cutting-edge technology delivered to our partners, customers, stores, roasters, and global communities.

Come be a part of one of the teams helping to shape the future of Starbucks Technology. You will work collaboratively as part of a talented team of analysts and developers to identify, design, develop and deploy technology and process solutions delivering new strategic business capabilities and operational improvements.

Summary of Key Responsibilities

This role requires strong technical expertise, platform depth, and leadership. Responsibilities and essential job functions include but are not limited to the following:

Lead the design, implementation, support and expansion of case management on the ServiceNow platform.
Collaborate with the Starbucks ServiceNow Product team to build the platform roadmap.
Support the continuous improvement process with form, workflow, reporting and automation improvements for customer and HR case management.
Build and support integrations to drive automation, increase visibility and improve data quality.
Design and create great self-service experiences using the Service Catalog, Service Portal, Knowledge, Chat and Virtual Agent.
Ensure all solutions built on the platform meet Starbucks architecture and security requirements.
Provide high quality support and documentation for all users of the ServiceNow platform.
Ensure that our platform has a solid foundation by managing platform upgrades and defining development standards and best-practices.
Mentor other developers to improve their technical knowledge and capabilities.

Summary of Experience

8+ years of experience in developing and managing case management tools.
6+ years of experience in ServiceNow development spanning multiple product suites.

Required Knowledge, Skills and Abilities

Strong interpersonal skills, building an effective network of relationships inside and outside Starbucks.
Ability to communicate clearly and concisely, both orally and in writing, as an advocate for the platform.
Strong analytical and problem-solving skills, with proven ability to design pragmatic solutions.
Mentoring, coaching and leading other technical team members.
Experience building integrations to ServiceNow using a variety of methods and strong proficiency in RESTful API integration techniques.
Demonstrated success working within an Agile development environment.

Additional Qualifications

Experience using and integrating with Microsoft Teams and other common social platforms.
Experience enhancing the user interface to provide a custom look and feel (including custom UI pages, HTML, and Jelly).
Experience developing indicators, thresholds and dashboards in ServiceNow Performance Analytics.