SME - Change 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. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Effective Change Management Processes, Adhering To Slas And Itil Best Practices.
2. Mentor And Guide Team Members By Preparing Standard Operating Procedures (Sops), Maintaining Comprehensive Documentation, And Actively Participating In Knowledge-Sharing Initiatives.
3. Validate Change Order Implementation Plans And Ensure Adherence To Human Error Compliance, Contributing To Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Engaging In Customer Meetings To Gather Feedback, Understand Challenges, And Ensure Effective Communication Of Solutions.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Prepare Detailed Performance Reports For Presentation To Key Business Stakeholders, Facilitating Informed Decision-Making.

Skill Requirements

1. Strong Understanding Of Change Management And Itil Frameworks.
2. Proficient In Servicenow (Snow), Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Excellent Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.
4. Strong Communication And Presentation Skills For Stakeholder Engagement.
5. Ability To Develop And Maintain Comprehensive Documentation And Sops.

Other Requirements

1. Itil Foundation Certification (Recommended).
2. Change Management Certification (Optional But Valuable)