Senior Application Developer - IT Service Management

Sr. Application Developer, ITSM

Job Purpose and Impact

• The Senior Professional, Application Development job builds, maintains, integrates and implements software applications within the organization and responsible for overseeing and ensuring the effective delivery of IT Service Management processes, with a primary focus on Incident Management, Problem Management, and Change Management. This role acts as the bridge between IT operations, business stakeholders, and service delivery teams to maintain service stability, minimize disruptions, and drive continuous improvement. 

Key Accountabilities

• APPLICATION CONFIGURATION MANAGEMENT: Builds complex application configurations to meet user and business requirements while identifying improvements to complex application support processes and procedures.
• APPLICATION DEVELOPMENT & DEPLOYMENT: Performs advanced programming, configuration, testing and deployment of fixes or updates for application version releases.
• USER COMMUNICATION & SUPPORT: Plays a key role and keeps an open channel of communication with users to respond to complex application support requests and needs.
• APPLICATION SUPPORT: Conducts complex technical application support activities to deliver on business outcomes.
• STAKEHOLDER MANAGEMENT: Partners with multi-functional teams, including developers, product managers and business partners to ensure configurations align with standards and project goals.
• INCIDENT & REQUEST MANAGEMENT: Leads prioritization of incoming incident tickets and user requests.
• VENDOR MANAGEMENT: Handles positive relationships with software vendors and negotiates complex contracts.

Qualifications

• Minimum requirement of 12 years of relevant work experience. Typically reflects 10 years or more of relevant experience.
• Lead major incident response, coordinate with technical teams for quick service restoration, and manage escalations and communication.
• Analyze recurring issues, drive root cause elimination, and maintain a knowledge base with corrective actions.
  Oversee the change process, chair CAB meetings, and ensure proper testing, documentation, and approvals before implementation

Experience Level

Senior Level