Application administrator – This role would grant access to users. Key
responsibilities include:
Create, modify and delete information pertaining to foundation
Manage user access and permissions – User Administration
Service Catalog Manager - Service Request Catalog Manager is responsible to implement
the content and design of the Service Catalog. Specific responsibilities include
Documenting and/or verifying the service offering solution and elements for
configuration
Configuring service offering catalog specifications
Assisting in service decomposition and service design as and when required
Collecting and analyzing requirements from customer and its key suppliers
Verifying accuracy of Service Request Catalog content with stakeholders during
UAT
Opening Change Records as required and acting as the primary change owner
Service Level Manager - Responsible to analyze the Service Level data for each of the
service providers and review service performance against the SLAs & OLAs. Specific
responsibilities include:
Work with customer on agreeing new service providers’ service level requirements for
proposed new / developing services
Configuring service levels for the service offerings published by catalog manager as
per the agreed contracts
Responsible for evaluating the performance of the service offering:
Verifying the standards and procedures are being followed
Facilitating the resolution of issues with items not complying with the
Procedure
Notifying the participants when standards and procedures are not being
followed
AMS Administrator - It is an administrator
level role which is responsible to configure assignment logics and
rules in the assignment engine for other work item modules of HCL
BigFix Service Management, such as Incident, Problem, Change and
Request Fulfillment
