Application Service Manager - ITSM\Service Desk

Vertragsart:
Vor Ort
Start:
ASAP
Dauer:
12 months +
Von:
Sentinel IT LLP
Ort:
Basel
Eingestellt:
20.04.2018
Land:
flag_no Schweiz
Projekt-ID:
1541968

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Application Service Manager - ITSM/Service Desk

We are looking for an Application Service Manager for TraMS (Transport and Trade Management System) who will be on-site in Basel. In general ASM's in NX are expected to provide scientific support, problem management and operational oversight for an application.

Specifically for TraMS in operational mode this will mean:

Scientific Support

Enable scientists to gain maximum value from the product

o Answer "How to" questions
o Train users
o Help users exploit the product to solve new problems, support new processes or workflows

Identify recurring incidents enable first-line-supporters (ServiceDesk, Embedded supporters, super-users) to solve them
Identify frequent requests provide automated, self-service or first-line-supporter (including super-users) solutions
Triage escalated incidents
Incident that should be handled by first-line-supporter (including super-users) refer back to first-line (with guidance)
Known issue apply and document workaround
Problem create problem ticket
Change Request create change request ticket
Standard Request (such as a configuration or administration function) fulfil request
Collaborate with NEXT team on data shared between the two systems

Problem Management
Coordinate root cause analysis
Prioritize problems
Track progress
Document results
Escalate with RCP, vendor or others as needed

Operational Oversight

Monitor

o Operational health & availability
o Results of automated tests, contact for maintenance weekend & scheduled downtime
o User list
o Usage including monthly reporting on shipment statistics
o Licenses
o Capacity
o Logs

Review Queues

o Incidents and Standard Requests
o Problems
o Change requests

Skills desired for this role:

Prior ASM or deputy experience preferred
Clear communication (verbal & written)
Customer & quality focused
ITSM experience
Systems analysis experience
Experience with team tools such as Jira, Confluence & Jive
Experience with reporting tools such as Spotfire
Logistics and/or compliance systems experience

Please apply now for more details!