Application Support Engineer - Service Now / RACI

Job Title: Application Support Engineer - Service Now / RACI
Contract Type: Contract
Location: London
Salary: £400 - £470 per day
Start Date: ASAP
Reference: 17265
Contact Name: Ellie Walker
Contact Email:
Job Published: August 19, 2021 09:30

Job Description

Are you an application Support Engineer with strong experience of documents, coordinating and reviewing support documents and able to raise changes on behalf of project managers and on the look out for a new remote working contract?

We are looking for a highly experienced application support engineer with experience including IIS , and certificate renewal will be covering 2 aspects of service delivery. The first is covering the documentation of application support documents and working with the Service Transition Manager to enable applications to be handed over from the project into BAU support.  The second part is raising IT changes via ‘SNOW’ (Service Now) for approval to support the project managers with technical changes.

1. Support the management of IT changes through their lifecycle from submission through to implementation and closure. Working with teams to create changes of high quality and owning these changes through the lifecycle of change
  • Identify potential risks and conflicts prior to a deployment and ensure that all necessary checks are carried out before approval is given.
  • Advise all relevant stakeholders of change implementation.
  • Review all changes including any failed changes and develop a PIR where necessary.
  • Work with technical and project teams to articulate the business impact and benefit of undertaking the change.
  • Working closely with the change management team to ensure processes run as smoothly as possible.
2. Documentation of application support documentation on an application by application basis engaging with teams throughout CTO and 3rd parties to produce comprehensive support documentation so we can hand over applications built by the project into BAU support
  • Work with the users of the Service to define the IT Service parameters – hours of use, expected number of users, number of support calls etc.
  • Work with technical SMEs to determine any technical interdependence with other IT Services etc.
  • Identify and agree any SLAs and OLAs associated with the IT Service
  • Work with architecture to determine a full list of all CIs associated with the IT Service
  • Identify any Licence information for any component parts of the IT Service and document how these are maintained, renewed and funded
  • Identify any Certificates that are required for the IT Service to operate
  • Document the access control mechanism for the IT Service and how credentials are administered
  • Work with the MSP to define the Incident Management process for the IT Service
  • Define a RACI for the IT Service across the client, the MSP and any other third parties

This role is inside IR35

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