Administrator - Process 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. Manage And Optimize It Service Processes By Applying Itil Frameworks And Utilizing Tools Such As Bmc Remedy, Ca Service Desk, And Snow To Ensure Efficient Ticket Resolution And Adherence To Quality Standards.
2. Provide On-Call Support For Escalated Incidents, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Issues, Contributing To Continuous Service Improvement.
3. Develop And Maintain A Knowledge Base By Documenting Solutions And Best Practices, Facilitating Knowledge Sharing And Training Sessions For New Team Members And Analysts.
4. Resolve Tickets Independently Within The Agreed Sla, Ensuring Prompt Responses And Effective Solutions To Meet Service Delivery Expectations.
5. Enhance Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens, Thereby Driving Positive Customer Feedback And Improving Csat Scores.

Skill Requirements

1. Proficient In Itil Practices And Process Management.
2. Strong Knowledge Of Ticketing Systems Such As Bmc Remedy, Ca Service Desk, And Snow.
3. Excellent Analytical Skills For Effective Root Cause Analysis.
4. Good Communication And Interpersonal Skills For Customer Interaction And Team Collaboration.

Other Requirements

1. Itil Foundation Certification Is Recommended But Not Mandatory