Job Description

Key Responsibilities:

Complete application onboarding proof of concept (PoC) and validate systematic application onboarding process for scalability and further rollout Systematically onboard applications into CMDB, capturing required information like support information and ownership Service desk backlog review for incidents and closure campaign with measurable KPIs to reduce aged tickets Establish service catalog and resolution time standards for service requests for applications scope Design and document VIP/White Glove support processes (define qualifications, changes, and prioritization) Maintain and enhance service management applications (IT Service Management tools, monitoring systems, automation platforms) Configure workflows and processes within service management tools Implement automation solutions to reduce manual tasks and improve efficiency Generate reports and dashboards for service performance metrics Support integration between various service management platforms * Ensure data integrity and consistency across all service management applications