APM Support Specialist - Richards, United States - PSRTEK

PSRTEK Richards, United States

3 weeks ago

Description

Job Description

Role: APM Support Specialist

Location: Richardson, TX

Work Mode: Fulltime (onsite)

Job Summary:

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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