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Need to do
Key tasks:
  • Field incoming incident / problem tickets in   ServiceNow from end users (escalated from the central service desk) to   resolve application and software issues within servers, databases, web   services and other mission-critical applications.
  • Review ServiceNow tickets to ensure all pertinent   end user identification information, including name, department, contact   information, and nature of problem or issue is included.
  • Prioritize, schedule, and administer all instances   where enhancements and defect resolution are required.
  • Perform hands-on fixes at the desktop level,   including installing and upgrading software, installing hardware,   implementing file backups, and configuring systems and applications.
  • Record, track, and document the problem-solving   process, including all successful and unsuccessful decisions made, and   actions taken, through to final resolution.
  • Communicate application problems and issues to key   stakeholders, including management, development teams, end users, and team   leaders.
  • Provide technical assistance to division web   editors on website content and layout issues
  • Maintain and enhance performance of all new and   existing software and applications across the organization.
  • Identify and learn appropriate software   applications used and supported by the organization.
  • Post software updates, knowledge bases, and   frequently asked questions resources on company intranet to assist in problem   resolution.
  • Perform preventative maintenance, including the   installation of patches, hot fixes and so on as required.
  • Apply diagnostic utilities to aid in   troubleshooting.
  • Create and deploy feedback mechanisms for end   users. Analyze results, make recommendations for support process improvement,   and implement changes.
  • Evaluate documented resolutions and analyze trends   for ways to prevent repeated future problems.
  • Provide support for the testing of new and existing   software applications under development or consideration for purchase.
  • Test fixes and perform post-resolution follow-ups   to ensure problems have been adequately resolved.



Key Relationships:
  • Team members, management and customers around the   business
  • 3rd Party service providers and external   suppliers




Need to know
  • College diploma or university degree in the field   of computer science, information systems, and/or 5 years equivalent work   experience.
  • Certifications in ITIL Foundation v3
  • Any MS Professional certifications would be   advantageous but not essential


  • Good understanding of incident, problem, change and   release management processes
  • Proven experience with troubleshooting principles,   methodologies, and issue resolution techniques.
  • Able to develop and interpret technical   documentation for training and end user procedures.
  • Highly self-motivated and directed.
  • Good analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks   in a high-pressure environment.
  • Ability to present ideas in business-friendly and   user-friendly language.
  • Very strong customer service orientation.
  • Excellent written, oral, interpersonal, and   presentational skills.
  • Experience working in a team-oriented,   collaborative environment.


  • Minimum 3 years’ experience in application support   preferably within publishing or media industry
  • Experience in a similar role supporting Microsoft   based products, Windows server, .NET, SQL Applications and Databases,   websites, XML. HTML, IIS 6-7
  • Experience of SharePoint portal/services administration   would be advantageous but not essential


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