SeniorAdministrator - Asset Management, ServiceNow

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Provide Advanced Technical Support For Asset Management And Itil Processes By Diagnosing And Resolving Complex Incidents Using Servicenow And Bmc Remedy, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Perform Root Cause Analysis On Escalated Incidents, Implementing Corrective Actions To Address Technical And Security Issues, Thereby Minimizing Future Occurrences.
3. Drive Value-Added Initiatives, Including Updating And Managing Knowledge Base Articles, And Providing Training And Coaching To Junior Analysts To Enhance Team Capabilities.
4. Resolve Complex Tickets Within Defined Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And A Robust Security Posture Across Tools Such As Ca Service Desk Manager And Avanti.
5. Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions Or Reopened Cases, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficient In Asset Management And Itil Methodologies.
2. Strong Experience With Servicenow, Bmc Remedy, Ca Service Desk Manager, And Avanti.
3. Excellent Troubleshooting, Analytical, And Problem-Solving Skills.
4. Solid Understanding Of Incident Management Processes And Customer Service Principles.

Other Requirements

1. Itil Foundation Certification Is Recommended.
2. Servicenow Certified Administrator Is Optional But Valuable