Administrator - Problem 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. Utilize Itil Frameworks And Problem Management Methodologies To Independently Resolve Tickets, Ensuring Adherence To Agreed Service Level Agreements (Slas) For Ticket Volume And Resolution Time.
2. Provide On-Call Support For Escalated Incidents, Conducting Thorough Root Cause Analyses To Identify Issues And Implement Effective Solutions.
3. Contribute To Value-Adding Activities Including Updating And Managing The Knowledge Base, Delivering Training Sessions For New Employees, And Coaching Analysts To Enhance Team Performance.
4. Monitor And Ensure Positive Customer Experiences By Aiming For First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.
5. Adhere To Quality Standards, Regulatory Requirements, And Company Policies In All Operational Processes.

Skill Requirements

1. Strong Understanding Of Itil Principles And Problem Management Practices.
2. Proficiency In Using Servicenow (Snow), Bmc Remedy, Ca Service Desk, And Avanti For Incident Management.
3. Excellent Analytical And Troubleshooting Skills To Conduct Root Cause Analysis.
4. Ability To Manage And Prioritize Multiple Tasks While Maintaining High-Quality Standards.

Other Requirements

1. Itil Foundation Certification Is Required.
2. Additional Itil Certifications (E.G., Itil Practitioner, Itil Intermediate) Are Optional But Valuable