Job Description

Job Summary

The Tools & Automation Administrator plays a crucial role in maintaining high service quality by independently resolving technical tickets, providing on-call support, and conducting root cause analysis. This position significantly impacts customer satisfaction and operational efficiency through effective problem-solving and proactive management of support activities.

Key Responsibilities

1. Provide Technical Support And Solutions By Leveraging Snow - Itom And Rest/Soap Api To Resolve Tickets Independently, Ensuring Adherence To Quality Standards And Company Policies.
2. Conduct Root Cause Analysis On Escalated Issues, Utilizing Angular Js For Effective Troubleshooting And Resolution To Enhance Service Performance.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Foster Continuous Improvement.
4. Track And Manage Ticket Resolution Within Agreed Service Level Agreements (Slas) For Ticket Volume And Response Time, Ensuring Timely Delivery Of Support.
5. Enhance Customer Experience And Satisfaction By Achieving First Call Resolution Rates And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Proficient In Snow Itom And Rest/Soap Api For It Service Management.
2. Solid Understanding Of Angular Js For Enhancing Application Support And Development.
3. Familiarity With Ticketing Systems And Escalation Processes.
4. Strong Analytical Skills For Effective Root Cause Analysis And Problem Resolution.
5. Excellent Communication Skills To Facilitate Training And Coaching Efforts.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Principles