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Job Purpose and Impact

The Application Support Analyst, will support the delivery of information technology service operations, which primarily consists of being responsible for the performance of internal and external service providers. In this role, you will apply general knowledge of information technology to build partnerships with vendors & businesses as well as internal information technology platform teams. By understanding business requirements, you will continuously improve the effectiveness of end to end information technology services inclusive of applications, infrastructure and security components.

Key Accountabilities

• Auditing of the tickets for process and quality adherence based on the defined parameters.
• Publishing the Audit findings to the ERPF Instance Service Delivery team.
• Push for mitigation of structural process gaps by highlighting noncompliance areas.
• Management of data in Service Management tools for ERPF.
• Maintain updated data in the open repository for IT support activities – Infoquest.
• Ensure Development and training plans in place for all employees, and monitor the progress regularly.
• Hands On working knowledge of the reporting tools – ServiceNow, Power BI etc.,.
• Ensure a good understanding of all the performance metrics & reports delivered by the partners, validate monthly reports and report out exceptions.
• Ability to slice and dice data from multiple sources & highlight inferences to the leadership.
• Monitor and Govern Incidents/Service Requests for Process & Quality Adherence.
• Governance during the Major Incident for process compliance, contribute in RCA’s of the Major Incidents.

Qualifications

• Bachelor’s degree in a related field or equivalent experience with minimum 4 years of IT Service and Support Management experience.
• Prior working experience Service Now in ITSM tools and processes area.
• Experience in the Application Maintenance and Support.
• ITIL V4 Foundation Certified is preferred.
• Experience in Service Management of SAP and Service Management tools.
• Experience working in complex environment with multiple partners.