Application Support Specialist

4 days ago

Cape Town, South Africa Tower Group Full time

Are you experienced in providing intermediate technical support for business-critical services and/or infrastructure and have project management experience in a progressive ICT environment, with a strong customer focus and a demonstrable track record of innovative thinking, project-based delivery, and productive interactions across multiple teams?

The Enterprise Infrastructure and Services division seeks Application Support Specialist -ITSM to develop its ServiceNow based ITSM solution through business requirement gathering, solution specification, implementation, advancing the adoption with business units and provide technical leadership in a complex and heterogeneous systems and infrastructure environment. These roles play a critical part in ensuring that my clients derives value from its investment in IT infrastructure and reports to a senior manager.

**Responsibilities include**:

- Solution design leveraging ITIL and ITSM frame works
- Designing, maintaining, managing, and developing the ITSM (ServiceNow) business-critical ICT system and/or infrastructure service components
- Responsible for developing and implementing, systems and services through project work
- Provide technical leadership

**Minimum requirements include**:

- Experience in designing, configuring, administering, and developing ITSM solutions
- Experience in implementing solutions leveraging the ITIL or other ITSM frameworks
- Experience in developing Service Catalogues, CMDB, Workflows and Reporting

**Required non-technical skills include**:

- Ability to prioritize and manage work under pressure
- Excellent written and spoken communication skills
- A strong customer service ethic
- Ability to work as part of a team
- Business requirement, system analysis and problem-solving ability

**The following technical skills and competencies are advantageous**:

- Working knowledge of authentication and authorization technologies and protocols e.g., Single Signon/Federation technologies such as CAS, SimpleSaml, ADFS or Shibboleth
- Solid knowledge of network infrastructure services e.g., DNS, DHCP and various networking protocols
- Certification in one or more of the following: ITIL, ServiceNow, SolarWinds ServiceDesk, BMC Remedy
etc.

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