Title: APM Support Specialist

No. of Years of APM/CSDM experience : 8 years of experience

Location : Richardson, TX,USA (HYBRID)

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.