Job Descriptions

• Single point of contact for platform incidents and resolution, troubleshoot issues and performance outages, work closely with Micro Focus support and vendor on resolving complex issues. • Manage day-to-day operations of the ITSM platform. • Collaborate with internal teams across the company to ensure that the platform configuration and processes support the business needs, and building customer requirements and design documentation for enhancements on the platform • Configuration/Customization of the platform through SMAX Studio, workflow / automation efforts, reporting and dashboard management • Build service requests from customer requirements including requests, request items and tasks using workflows • Configure the platform in accordance with customer requirements and ITIL best practices within the following modules: Service Catalog, Service / Support Requests, Incident, Problem, Change, Knowledge, Service Catalog, Service Portal, Mobile App, etc.. • Create, update, publish reports and dashboards within the platform to visualize KPI metrics • Create and maintain internal technical documentation, manuals, policies, and processes • Assist with researching and recommending innovative and possible automated approaches for system administration tasks • Create and manages the Release/Build deployments in Production environment • Should be able to configure and perform customizations in report development

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