Coding, Consulting, and Career Growth at Mozaic

What attracted you to Mozaic’s tooling practice, and what unique challenges or opportunities did you see here?

I completed my Bachelors Degree at the age of 22 and always wanted my career to be around IT. Mainly in the development/software engineering sector, as I have a passion for writing code and working with different tools.

I was first introduced to Mozaic by my careers department at Queen Mary University. There were many job posted by different companies but Mozaic really stood out to me. The amount of training that will be provided to me, working in a team of knowledgeable developers/consultants, I would have a career path and of course, the large diverse client base that Mozaic works with. There were many more reasons, but it was a no-brainer for me. The application and enrolment process was super smooth and I got all the support I needed before joining, which when you are coming out of University, is a relief. 

I joined Mozaic as Graduate Developer and was working alongside a senior. My first ever project was supporting an existing customer on their Incident Management process using ServiceNow. It was fascinating, and my colleagues were incredibly supportive. I never felt out of place, always had the guidance I needed, and learned so many things that were never taught at university. After my first year I was promoted to a Junior Developer, then Developer and now I am Senior. I started learning about ITIL process and how business operated, these were things I was not aware of before.

Since joining, what’s been the most interesting or complex tooling problem you’ve worked on?

I’ve achieved a lot at Mozaic, but one of my proudest moments was taking the lead on my very first high-profile University project. In the past, I was the developer that would be given the requirements to build configurations. However, this project levelled me up to become a Lead Technical Consultant. I was running on-site workshops to the customers, gathering requirements, creating agile stories, planning the implementation steps etc.  Essentially, everything that would have been done by an Architect. Previous, I had always been a shy and reserved person, I never had to work with stakeholders, speak to people to understand their needs and wants. I am extremely happy to say that Mozaic has taught me this and many other keys skills that you may not get from a degree alone. This project received 5/5 customer satisfaction score, and was such a great success. I am still on the project providing a managed service support.

In terms of complex projects, I’m currently working on large scale client project as a Configuration Manager, supporting the business in implementing a CMDB to allow the customers to have a clear visibility of their infrastructure and transitioning them from using manual spreadsheet, to using ServiceNow with integrations. I have to build a Configuration Management process that will align with their multi division business, transition their existing asset repository into their new ITSM tool, automate the population of existing and new Configuration Items and work with their multiple different vendors that support their IT services. 

Are there particular tools, technologies, or approaches you’re excited to explore or implement?

I’m really passionate about automating wherever I can when working with clients. I hear so many stories about teams spending hours on repetitive tasks just to keep their IT services running, whether it’s within their current tools or constantly switching between different systems to update information. I get a real thrill from showing clients demos of these automations and highlighting just how much time they can save, freeing up teams to focus on more valuable and strategic areas of the business.

Looking ahead, what developments in tooling are you most excited about tackling with the team?

This is a bit of a spoiler alert as we are already doing it, but I’m keen to work with the team to build a capability that will allow new and existing customers to be onboarded onto an ITSM tool in a quick, simple and in an automated way. I believe that technology has come along way, and businesses should not be using outdated technology to support their services. Especially knowing that there are many tools on the market. This is very similar to a managed service provider but with the added benefit of onboarding customers in a matter of days instead of weeks or even months. I believe this will help many business and also show how advanced the Mozaic Tooling Team are.