Beschreibung
- Develop and configure HP’s Service Manager to business defined requirements in support of the Service Management Process Renovation Program- Perform and execute technical activities under the direction of the Technical Architect
- Provide technical support to the SM Technical Architect
- The provision of 3rd level technical support for Service Center 4.x and Service Manager 9.x
- Development and configuration of business requirements to quality standards
- Creation of development packages and handover documentation to allow Operations to effectively promote the code to production
- Provide 3rd level support for the following Service Center/Manager technical components;
- Knowledge Management, Master Data Interface, Automated Request Creation, Get IT, Connect IT, TEC (Omnibus, Omi) and Oracle
- Provide 3rd level technical hyper-care and support for each Service Manager module post go-live
- Manage and resolve or implement Incident/Change/Request/Problem support tickets where code changes are required
- Execute custom and vendor application and software releases and upgrades
- Prepare, administer and maintain sandbox and development environments for Service Center, Service Manager and web tier instances
- Produce documentation for all completed development and ensure all documentation is current and valid
Minimum of 3years experience in a Service Center or Service Manager developer role preferably within a global organisation
Recent demonstrable knowledge of development of the Incident and Problem or Change Management modules of Service Center/ Service Manager would be beneficial
Good understanding of ITIL and how it can be adopted in practice
Fluent in spoken and written English. Spoken French would be an asset
Recent experience of rolling out Service Management tools and processes in a large organisation would be advantageous