APM Support Specialist
  • MARVEL InfoTech, Inc.
30 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.

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