Senior Support Analyst
Core
Managing global application support organization (Level 1 and L2) and Service Management/Introduction functions to improve production support quality and optimize costs.
Role type
Senior Support Analyst (Service Management)
Builds
Production support services and service management processes
Domain
IT Service Management / Application Support
Deliverable
client delivery
Required skills
ITIL process knowledge, ServiceNow, Ivanit, FreshService, FreshDesk, Microsoft Navision, Business Central, OTM Azure, Salesforce, .NET
Preferred skills
Strategic planning, vendor management, financial budgeting, IT audit management
Responsibilities
Manage global application support organization (Level 1 and L2), drive continuous improvement initiatives, establish governance processes for service providers, monitor support costs and optimize, mediate conflicts and prioritize work, ensure SLA targets are met and breaches are investigated, manage service transitions and vendor activities, participate in strategic planning and annual budgeting, review service scope and SLAs, manage internal and external IT audits
Seniority
Senior, hands-on management
