Job Description

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. Implement Change Management Processes Using Itil Principles To Ensure That All Changes Are Assessed, Approved, And Documented In Alignment With Organizational Standards.
2. Provide On-Call Support By Troubleshooting Incidents And Performing Root Cause Analysis Using Servicenow And Bmc Remedy To Identify And Resolve Issues Efficiently.
3. Enhance Knowledge Management By Updating And Maintaining The Knowledge Base, Ensuring That All Documentation Is Accurate And Accessible For Team Members.
4. Independently Resolve Support Tickets Within Agreed Slas, Utilizing Change Management And Itil Frameworks To Ensure Timely And Effective Solutions.
5. Drive Customer Satisfaction By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases, Ensuring A Positive Experience For All Users.
6. Conduct Training Sessions And Coaching For New Analysts To Promote A Culture Of Continuous Improvement And Knowledge Sharing Within The Team.

Skill Requirements

1. In-Depth Knowledge Of Change Management Processes And Itil Best Practices
2. Proficiency In Servicenow, Bmc Remedy, And Ca Service Desk For Incident Management And Support
3. Strong Analytical Skills For Performing Root Cause Analysis And Problem-Solving
4. Excellent Communication Skills For Effective Customer Interaction And Training Delivery
5. Solid Understanding Of Regulatory Requirements And Quality Standards In It Service Management

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Servicenow Certified System Administrator (Optional But Valuable