ServiceNow (Support Specialist)

2 weeks ago

Dallas, United States Anblicks Full time

JOB Description

Role: APM Support Specialist (Service Now)

Job Type: Hybrid

Location: Dallas, Texas


Requirement

APM Support Specialist

looking for a Service Now APM/CSDM specialist who can help us with the transition to the new model and automate our workflows. This resource is responsible for managing the application portfolio and performing various tasks such as onboarding, modifying, and manually certifying applications using Service Now platform. We need a specialist who has expertise in APM/CSDM and can guide and adapt to the new model and create automated workflows to improve automation and reduce manual work.

Details of the position:


Position:

APM Support Specialist

Experience Requirements:

The ideal candidate should possess the following experience:

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

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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