Job Description

The Advanced Application Programming Analyst works in position using computer-based information systems, uses the software applications and computer hardware. Designs, administers, develops, and maintains technology products. May work with any business, or organization that uses technology, and cooperates directly with internal resources, as well as vendors as primary providers of the solutions. Is expected to work with minimum guidance and use in-depth knowledge on Service management solutions and basic knowledge of related ITSM Suite technologies, while using best practices and knowledge of internal or external business issues to improve products/services or processes.



Administration, operation and development of for the ITOM suite of products with main focus on Service Management application, and related automations. Support business requirements for new technology as approved by ITSM leadership. Solve complex problems while preserving the integrity of the ITSM toolset. Continual service enhancements, while improving of effectiveness of services and decreasing of failures. Organizing information by studying, analyzing, interpreting, and classifying data. Consultations and collaboration with other technical roles, mainly with solution architects, solution owners or service owners. Point person for ongoing quality for customer specific or project documentation, known error documentation, knowledge base within area of responsibility. Providing stakeholders, business and associates with information on design and overall solution in clear and understandable manner. Creation and maintenance of technical documentation. Documenting all system changes and revisions. Establishes and revises database by conferring with analysts and programmers to code and retrieve data. Maintaining strict confidentially within the tools. Using sound judgement when making changes related to elevated administrative access.

Professional education in Computer Science, Information Technology or Electrical is a plus. Advanced knowledge of Open Text Service management platform is a must. Direct experience with implementation, development and enhancements according to Global internal Processes. Proven experience with Root cause analyses and application troubleshooting is a must. Able to communicate in English language (speak, read, write) is a must. 3+ years of experience with the Incident, Change, Problem and request management process for applications and related infrastructure environment (e.g. application servers, LoadBalancers, ...). Incident and Problem management certification advantage. Experience with implementation and development using other ITSM platform is a plus. Experienced in installing, configuring and managing ITSM tools is required. Experienced in installing the OS patches and Security updates is required. Knowledge about VMware and or similar virtualization platforms. * Agile/Scrum master and ITIL certification is a plus.