Service now ITSM recruitment in Mumbai All, Mumbai, Navi Mumbai - For a Client of Teamlease Digital

Application, change (and Project) Support responsibilities

• Incident Management: Keeping systems up and running, by applying a controlled process of

registering, monitoring and resolving of application related tickets

• Monitoring overall performance of application, responsible for integrity of production environment

• Maintaining the applications according to the SLA and in line with the regional business needs of

involved Business Unit(s) and organization

• Periodic standby for emergencies (24x7 availability schedule)

• Operationalize priority setting as agreed with the business

• Functioning as a 1st escalation point for the 3rd party vendors and the user community on

Application Maintenance related services

• Signals deviations on policy, standard package matters &, after approval, contributes to changes

• Ensuring IM process compliance for area of responsibility

• Takes care of proper documentation of the application (technical - process – and end-user

Job Description

documentation)

• Executes changes & enhancements: describe problem, information analysis, prepare solution,

execute system change (self or by third party),test the change, amend user documentation,

implementation, after care

• Conduct tests as defined in an integration test specification, recording details of any failures and

carrying out fault diagnosis

• Analyses and Supports Key-users training needs and creates /maintains training material

• Periodically visit the customer (sites),to discuss tickets, wishes etc with key users, and

demonstrate visibility

• Frequently contact with key users on open tickets & act as co-coordinator for Key User network

and meetings

• Co-responsible for activities to ensure applications functions and operates appropriately

• Supporting project handover activities (hand over from deliverables and knowledge from a project

to the Application Maintenance teams) for the area of responsibility

• Support projects in execution of changes / enhancements

• Participating in implementation improvements and optimization projects

• Translates business requirements into solutions and/or solution directions in the area of planning

and related areas (logistics, inventory management)

• Contributes to and initiates continuous improvement activities

• Keeps IM documentation and CMDB up to date for the business processes and applications