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. Manage Incident Resolution By Utilizing Itil Best Practices And Tools Such As Servicenow And Bmc Remedy, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis To Identify Underlying Problems And Implement Effective Solutions.
3. Contribute To Continuous Improvement Initiatives By Updating And Managing The Knowledge Base And Providing Training And Coaching To New Analysts.
4. Independently Resolve Incidents Within The Agreed Service Level Agreements (Slas) For Ticket Volume And Response Time, Ensuring Timely And Effective Service Delivery.
5. Enhance Customer Experience And Improve Customer Satisfaction (Csat) Scores By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Strong Understanding Of Incident Management And Itil Frameworks.
2. Proficiency In Servicenow, Bmc Remedy, And Ca Service Desk For Incident Tracking And Management.
3. Familiarity With Root Cause Analysis Methodologies And Practices.
4. Ability To Conduct Effective Training And Coaching Sessions For New Team Members.

Other Requirements

1. Itil Foundation Certification Is Recommended But Not Mandatory. Additional Certifications In It Service Management Tools Are Considered Valuable