Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Configuration Database & CI Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running. With your deep product knowledge, you will accurately define client issues and design resolutions. Your typical day will involve collaborating with clients, interpreting and resolving issues, and ensuring smooth system operations. Roles & Responsibilities: - Expected to be an SME, collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Manage and prioritize support tickets to ensure timely resolution. - Identify and analyze system or application issues and provide effective solutions. - Communicate with clients to understand their needs and provide appropriate support. - Ensure smooth operations of systems and applications by monitoring and troubleshooting. - Stay updated with the latest product knowledge and industry trends. - Train and mentor junior team members to enhance their skills and knowledge. - Manage data with tables in the CMDB and Assets and its Data Sources. - Plans and manages a population of the Configuration Management System, including discovery and other data import methods. - Configure efficient Identification and Reconciliation. - Monitor CMDB health and resolve conflicts between authoritative data sources. - Define and maintain standard CIs, CI relationships, and CMDB Classification with relevance to the business needs. - Configure, develop, enhance, and implement application mapping. Professional & Technical Skills: - Must To Have Skills: Proficiency in Configuration Database & CI Management. - Good To Have Skills: Experience with ITIL processes. - Strong understanding of IT infrastructure and systems. - Experience in incident management and problem resolution. - Knowledge of configuration management tools and practices. - Familiarity with IT service management frameworks. - Excellent communication and interpersonal skills. - Ability to work under pressure and meet tight deadlines. - Strong knowledge on ITAM tools like ServiceNow, BMC, Flexera. - Good to have - MID Server configurations for Integrations data pull. - Good to have - Customizes ServiceNow configuration, including custom scripts. - Minimum 4-5 years of experience ServiceNow. - Minimum 5 years of experience in IT asset / CMDB management. - Experience in IT Asset Management process and operational delivery environment. - Excellent communication and presentation skills. - Excellent communication written and oral and interpersonal skills. Additional Information: - The candidate should have a minimum of 5 years of experience in Configuration Database & CI Management. - This position is based at our Bengaluru office. - A 15 years full-time education is required.
Bengaluru
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