IT Application Support (ITSM)

Job Summary

We are seeking an experienced IT Application Support & Service Management Specialist to manage day-to-day IT operations, incident handling, application troubleshooting, and Business-as-Usual (BAU) activities. The role requires hands-on experience with ServiceNow and/or GSN incident management processes, strong knowledge of ITIL best practices, and an understanding of IT audit and control requirements.

Key Responsibilities

• Incident Management: Manage and coordinate incidents through ServiceNow and/or GSN incident management systems, ensuring timely resolution, accurate tracking, escalation, and compliance with established SLAs.
• Application Support & Troubleshooting: Provide application support, investigate operational issues, perform initial root cause analysis, and coordinate with relevant technical teams to resolve incidents and minimize business disruption.
• Change & Problem Management: Support change management and problem management activities, including impact assessments, issue tracking, root cause analysis, and follow-up actions to prevent recurring incidents.
• IT Audit & Controls: Support IT audit activities, maintain operational control evidence, ensure compliance with established IT policies and procedures, and assist with audit findings and remediation actions.
• Data Analysis & Reporting: Analyze incident trends, service performance, SLA compliance, and operational data. Prepare regular reports and identify opportunities to improve service quality and operational efficiency.
• Stakeholder Coordination: Work closely with Product, Development, Administration, and Business teams to coordinate issue resolution, communicate service updates, manage expectations, and ensure timely delivery of agreed actions.
• Workflow Analysis & Process Improvement: Review existing operational workflows, identify bottlenecks and inefficiencies, and recommend innovative solutions to enhance processes, productivity, and service delivery.
• Technical Documentation & SOP Development: Create, maintain, and update technical documentation, standard operating procedures (SOPs), support procedures, knowledge articles, and operational runbooks to ensure consistent and effective support.
• Post-Implementation Support: Perform post-deployment and post-release validation activities, verify application functionality, monitor system stability, and coordinate the resolution of issues identified after implementation.
• BAU Operations: Execute assigned tasks and routine operational activities in accordance with established IT service management processes, internal controls, and business requirements.
• Service Level Management: Proactively monitor incident progress and operational commitments to ensure SLAs and agreed service targets are consistently achieved.
• Relationship Management: Build and maintain strong working relationships with business stakeholders and technical partners, maintaining regular communication to identify emerging issues and address improvement opportunities.

Requirements & Qualifications

• Proven experience in IT application support, IT service management, incident management, or IT operations.
• Hands-on experience using ServiceNow and/or GSN for incident management and service request tracking.
• Strong troubleshooting, analytical, and problem-solving skills in an application support environment.
• Good understanding of ITIL best practices, including Incident, Change, and Problem Management.
• Knowledge of IT audit requirements, IT controls, operational governance, and compliance processes.
• Experience in data analysis, operational reporting, SLA monitoring, and incident trend analysis.
• Ability to coordinate effectively with cross-functional teams, including Product, Development, Administration, and Business stakeholders.
• Experience preparing and maintaining technical documentation, SOPs, support procedures, and operational runbooks.
• Understanding of software deployment, release management, and post-implementation validation activities.
• Strong communication, coordination, and stakeholder management skills.
• Demonstrated ability to work independently, learn quickly, take ownership of assigned tasks, and manage multiple priorities.
• A proactive, creative, and innovative mindset with a strong focus on continuous process improvement.
• Strong attention to detail and commitment to meeting SLAs, following internal IT processes, and maintaining service quality.