Tower Lead - ServiceNow, IT Service Management

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. Drive The Generation Of Tower-Level Efficiency And Effectiveness (Ee & En) Revenue Through Strategic Implementation Of Itil Best Practices In Servicenow.
2. Oversee And Ensure Closure Of All Responsibilities, Tasks, And Escalations In Compliance With Agreed Service Level Agreements (Slas), Maintaining Operational Excellence.
3. Validate Reports And Maintain Operational Hygiene By Utilizing Servicenow Tools To Ensure Adherence To The Statement Of Work (Sow) And Delivery Of Services.
4. Enhance Customer Satisfaction By Developing And Implementing Innovative Frameworks And Initiatives Focused On Continuous Improvement In Service Delivery.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Leveraging Automation Tools And Self-Driven Initiatives To Optimize Operational Efficiency.

Skill Requirements

1. In-Depth Knowledge Of Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Frameworks.
2. Solid Expertise In Process Optimization And Operational Management Within Servicenow Environments.
3. Excellent Problem-Solving Skills And The Ability To Manage Escalations Effectively.
4. Strong Communication And Interpersonal Skills To Foster Positive Customer Relationships And Team Collaboration.

Other Requirements

1. Itil Certification (Recommended).
2. Servicenow Certified Implementation Specialist (Optional But Valuable)