APM Support Specialist - Richardson, United States - Micasa Global

Micasa Global Richardson, United States

1 month ago

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Description

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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