SME - Configuration 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 Configuration Management Principles And Itil Practices, Meeting Agreed Service Level Agreements (Slas).
2. Conduct Mentoring Sessions For Administrators And Team Members While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Support Knowledge Sharing And Continuous Improvement Initiatives.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance By Leveraging Bmc Remedy And Ca Service Desk Tools, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Facilitate Customer Satisfaction Through Active Participation In Customer Meetings, Addressing Concerns And Gathering Feedback To Enhance Service Delivery And Operational Efficiency.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Reports To Present Findings And Recommendations To Key Business Stakeholders For Informed Decision-Making And Performance Improvement.

Skill Requirements

1. Strong Understanding Of Configuration Management Principles And Itil Best Practices.
2. Proficiency In Tools Such As Servicenow (Snow), Bmc Remedy, Ca Service Desk, And Avanti.
3. Excellent Analytical Skills, With The Ability To Conduct Root Cause And Trend Analysis.
4. Strong Communication And Presentation Skills For Effective Stakeholder Engagement.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Certification In Configuration Management Or Related Tools (Optional But Valuable)