Manager, APM Support

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About the Role

AIA's Application Portfolio Management (APM) system is an enterprise-wide application which is critical in the areas of business capability planning, technology risk management and application migration rationalization.
The APM Support Specialist works directly with APM users to provide technical support by troubleshooting and resolving issues within the APM system. Main objective of the role include includes resolving user queries, recommending solutions and guiding users through features and functionalities.
To be successful in the role, you should have an in-depth understanding of the APM system which is a functional module on the ServiceNow platform. Top candidates will also have good interpersonal skills, with an affinity for excellent customer service.

• Respond to APM users queries in a timely and accurate way, via phone, email or chat
• Identify APM users needs and provide support in using specific APM features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with APM users
• Share feature requests and effective workarounds with team members
• Inform APM users about new features and functionalities
• Follow up with APM users to ensure their technical issues are resolved
• Gather feedback and monitor complaints