Senior Application Maintenance Specialist (For independent contractors)

The Senior Applications Maintenance Specialist is responsible for partnering with Product and Application teams to design and implement our IT Service Management (ITSM) framework, with a focus on setting standards, defining ways of working, and enabling continuous improvement in Service Management and Application Maintenance. This role will bridge the gap between service delivery, support teams, and governance, ensuring alignment with business goals and our People Tech strategy. The ideal candidate will have a proven track record in setting up ITSM structures from the ground up and improving ticket management processes across Incident, Change, and Service Request lifecycles.

Key Responsibilities

• Governance, Standards & Best Practices: Define and maintain operational standards, templates, and playbooks for ITSM and application support processes (i.e. incident, problem, change, and service request management aligned with ITIL or relevant frameworks), promoting the adoption of operational best practices across internal and vendor teams

  
  

• Ways of Working: Design and document end-to-end workflows for ITSM and application maintenance activities, fostering collaboration between support, operations, and development teams to streamline handoffs and reduce friction and driving consistency in ticket categorization, prioritization, and resolution protocols, among others

  
  

• Application Maintenance Oversight: Support definition and execution of application lifecycle management practices, establishing health monitoring and proactive maintenance procedures and contribute to vendor performance reviews and application service level assessments.

  
  

• Collaborating with Stakeholders: Partner with product managers, developers, project managers, and other stakeholders to embed best practices in the product and/or project lifecycle, provide updates on progress, identify risks, and ensure alignment on business outcomes

  
  

• Influencing Others: Ability to influence team processes and individuals within their track, and to drive best practices across the business unit by influencing stakeholders.

  
  

• Continuous Improvement: Proactively participate in the continuous improvement of our application maintenance capabilities,, seeking to optimize efficiency and effectiveness, identifying and implementing automation opportunities and working with teams to adopt improvements standards and ways of working.

Requirements of Special Knowledge and Skills

• Years of experience: 5+ years of experience in IT operations, service management, or application support roles.

  
  

• Strong working knowledge of ITIL practices; ITIL v4 Foundation certification preferred.

  
  

• Proven experience designing or governing ITSM processes in mid-to-large organizations.

  
  

• Familiarity with application maintenance strategies (corrective, adaptive, preventive, and evolutive).

  
  

• Knowledge of HR and other platforms: Workday, SAP, ServiceNow, iCIMS, Docebo, Jira, Kainos Smart Test, among others

  
  

• Strong influencing and communication skills with senior stakeholders

  
  

• Flexible and adaptable; able to work in ambiguous situations and under pressure

  
  

• Strong Problem solving and root cause identification skills

  
  

• Good business acumen and understanding of organizational issues and challenges