Project Role: Application Support Engineer

Project Role Description: Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills: Configuration Database & CI Management

Good to have skills: NA

Minimum 3 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot and resolve software-related challenges, ensuring the seamless operation of applications that are vital to business functions. You will engage in problem-solving activities, analyze system performance, and contribute to the continuous improvement of application support processes, all while maintaining a focus on delivering exceptional service to stakeholders.

Key Responsibilities:

Service Now Data Management:

Create and manage Import Sets and Transform Maps to support bulk loading of hardware asset and procurement data as required
Perform field mapping between source data and Service Now tables for data loading (e.g., alm asset, cmdb ci)
Maintain and update records in the Hardware Asset (alm asset) table.
Provide data management support for enabling lifecycle tracking of hardware assets from procurement through disposal.

Data Quality & Validation:

Validate serial numbers, manufacturer names, and model information against vendor/manufacturer data.
Conduct data QA and reconciliation across asset, procurement, and CI records.
Identify and resolve data integrity issues, duplicates, and mismatches.

CI & Asset Relationship Management:

Understand and maintain the relationship between Configuration Items (CIs) and Asset records.

Reporting & Analysis:

Develop reports in Service Now to support Asset Data Management reporting needs
Analyze asset data to understand data issues and elevate issues to the Marriott Hardware Asset Teams
Collaborate with stakeholders to address data quality issues

Required Qualifications:

2–4 years of experience in withing within Service Now ITAM/CMDB in a data management capacity
Strong understanding of hardware asset data and CI relationships.
Hands-on experience with:

Service Now Import Sets and Transform Maps:

Asset and CI tables (alm asset, cmdb ci)
Field mapping and data normalization

Service Now Reporting:

Proficiency in Excel and data analysis tools.
Strong attention to detail and analytical skills.
Excellent communication and collaboration abilities.

Preferred Qualifications:

Service Now Certified System Administrator:

Service Now Certified Implementation Specialist (CIS-HAM)
Service Now Certified Implementation Specialist (CIS- Data Foundations CMDB and CSDM)
Experience with Glide scripting or Flow Designer for automation
Familiarity with ITIL and ITAM best practices.

Experience with the Hardware Asset Workspace:

Roles & Responsibilities:

• Expected to perform independently and become an SME.
• Required active participation/contribution in team discussions.
• Contribute in providing solutions to work related problems.
• Assist in the development and implementation of best practices for application support.
• Engage in knowledge sharing sessions to enhance team capabilities.

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Configuration Database & CI Management.
• Strong understanding of application support methodologies and tools.
• Experience with incident management and problem resolution processes.
• Familiarity with database management and configuration management practices.
• Ability to analyze system logs and performance metrics to identify issues.

Additional Information:

• The candidate should have minimum 3 years of experience in Configuration Database & CI Management.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.