SME - 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. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Applying Itil Best Practices And Leveraging Servicenow Functionalities To Meet Agreed Slas.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops), Maintaining Effective Documentation, And Facilitating Knowledge Sharing To Enhance Team Performance And Service Delivery.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Discussions For Process Improvements.
4. Foster Positive Customer Relationships By Participating In Meetings To Understand Issues, Gather Feedback, And Drive Solutions That Enhance Customer Satisfaction.
5. Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders, Facilitating Informed Decision-Making And Performance Improvements.

Skill Requirements

1. Proficient In Servicenow Functional Consulting With A Strong Understanding Of Itil And It Service Management (Itsm) Principles.
2. In-Depth Knowledge Of Incident Management, Change Management, And Problem Management Processes.
3. Strong Analytical And Problem-Solving Skills With The Ability To Conduct Comprehensive Data Analyses.
4. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.

Other Requirements

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