- 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.
- Develop scripts to automate APM functionality, such as data collection, reporting, and routine tasks.
- Enhance efficiency by automating repetitive processes.
- Conduct quarterly audits of APM data.
- Ensure data accuracy, completeness, and consistency.
- Follow up with teams to address discrepancies and update records.
- Monitor APM records for empty or incomplete fields.
- Collaborate with relevant teams to rectify missing information.
- Maintain data quality and integrity.
- Guide teams in making informed decisions regarding module selection.
- Facilitate discussions on integrating APM with other ServiceNow modules.
- Promote best practices for application management.
- Conduct regular follow-ups with teams to track progress and address any outstanding issues.
- Ensure adherence to APM processes and guidelines.
- 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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APM Support Specialist - Richardson, United States - Mphasis
Description
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:
Automation Scripting:
Quarterly Audits:
Data Integrity:
Guidance and Integration:
Regular Follow-ups:
Reporting:
