Administrator - Knowledge Mgmt, 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. Adhere To Quality Standards And Regulatory Requirements While Managing And Resolving Service Tickets Using Itil And Knowledge Management Principles.
2. Provide On-Call Support For Escalated Issues, Performing Thorough Root Cause Analysis To Identify And Resolve Underlying Problems Effectively.
3. Manage And Update The Knowledge Base With Accurate Information And Best Practices, Contributing To Overall Team Efficiency And Effectiveness.
4. Independently Resolve Service Tickets Within The Agreed Service Level Agreements (Sla) For Ticket Volume And Response Time, Ensuring Timely Service Delivery.
5. Enhance Customer Satisfaction And Drive Positive Feedback Through First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases.

Skill Requirements

1. Strong Understanding Of Knowledge Management Principles And Itil Framework.
2. Proficient In Servicenow (Snow) Administration And Support, Including Ticket Management And Workflow Optimization.
3. Familiarity With Bmc Remedy And Ca Service Desk For Incident Management And Reporting.
4. Basic Knowledge Of Avanti And Its Application In Service Desk Processes.
5. Excellent Problem-Solving Skills And Attention To Detail.

Other Requirements

1. Itil Foundation Certification Is Required.
2. Servicenow Certified System Administrator Certification Is Optional But Beneficial