Responsible for the end-to-end management and support of assigned applications and assigned applications transitioning into BAU application support
Responsible for the creation and maintenance of Configuration Items (CIs) in ServiceNow
Production and completion of all required support and transition documents
SLA Management and Reporting
Incident and Problem management and oversight
Technical Skills including, but not limited to SQL, SharePoint, Access, etc.
Liaison with Business Users and Product Owners to ensure applications are meeting expected user experiences
Liaison with Product owners to ensure problems and incidents are being addressed to completion
Liaison with Business teams to ensure incidents are being acted upon and escalated where necessary
Ensure Incidents are restored per SLAs and associated RCAs for their applications are complete, agreed (approved) and permanent fixes implemented as required
Ensure all 3rd party support and vendor contractual obligations are met and followed
Contract Management/Supplier Review
Validate all billing/invoices for approval
Responsible for escrow, ensuring the most current versions are properly escrowed per agreement
Execute responsibilities against a continual cycle of Technical Debt and End of Life review, ensuring servers and operating systems are in line with current support
Ensure all aspects of decommissioning is executed and applications are properly retired
Responsible for all Audit and Compliance reviews and updates, ensuring R&B applications follow all regulations
Responsible for Client Relationship Management and client satisfaction
Ensure Month End Processes/Key Business Dates are executed appropriately
ServiceNow Reporting and Use Feedback/Governance/Client Management
Ability to analyze data and formulate key KPI’s to maintain a continuous improvement cycle to ensure all areas of service management are performing at or above expected levels
Oversee user acceptance testing (UAT) and performance testing
Provide documentation, story boards and proof of concepts for new requirements
Ensure Change requests are properly created, represented at CAB for approval, actioned completed and closed
Review and approve all emergency change requests for their applications
Any Graduate
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