APM Support Specialist

3 weeks ago

Richardson, United States Mphasis Full time

Experience Requirements:

The ideal candidate should possess the following experience:


No. of Years of APM/CSDM experience: 8 + years of experience


Location: Richardson, TX, USA

Hands-on Experience with APM Module:

Proficiency in using the APM module within ServiceNow, including understanding its features, functionalities, and configuration options.

CSDM Module Knowledge:

Familiarity with the Common Service Data Model (CSDM) module, which provides a standardized framework for managing IT services and assets.

Information Objects:

Understanding of information objects and their relevance within the APM context.

Application Service and Technical Services:

Knowledge of application services and technical services, as they relate to APM.

Business Capability Mapping:

Ability to map applications to business capabilities and understand their interdependencies.

Roles and Responsibilities:

The APM Support Specialist will be responsible for the following tasks:

Collaboration and Ticket Resolution:

  • Collaborate with global teams to actively resolve APM-related support tickets.
  • Provide timely and effective solutions to end-users.
  • Maintain clear communication channels with stakeholders.

Automation Scripting:

  • Develop scripts to automate APM functionality, such as data collection, reporting, and routine tasks.
  • Enhance efficiency by automating repetitive processes.

Quarterly Audits:

  • Conduct quarterly audits of APM data.
  • Ensure data accuracy, completeness, and consistency.
  • Follow up with teams to address discrepancies and update records.

Data Integrity:

  • Monitor APM records for empty or incomplete fields.
  • Collaborate with relevant teams to rectify missing information.
  • Maintain data quality and integrity.

Guidance and Integration:

  • Guide teams in making informed decisions regarding module selection.
  • Facilitate discussions on integrating APM with other ServiceNow modules.
  • Promote best practices for application management.

Regular Follow-ups:

  • Conduct regular follow-ups with teams to track progress and address any outstanding issues.
  • Ensure adherence to APM processes and guidelines.

Reporting:

  • Generate ad-hoc and planned reports including SOC from APM data.
  • Provide insights to stakeholders based on data analysis.
  • Contribute to continuous improvement efforts.

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