APM Support Specialist
- MARVEL InfoTech, Inc.
71 Days Ago
NA
NA
Richardson-TX
10-15 Years
Job Description
APM Support Specialist
Location: Richardson, TX (Day 1 onsite )
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.
