Job Description

Job Summary

The Tools & Automation Administrator plays a crucial role in ensuring efficient operations by independently resolving technical issues and providing exceptional support. This position focuses on enhancing customer satisfaction through effective ticket management and root cause analysis, while also contributing to knowledge sharing and team development.

Key Responsibilities

1. Independently Resolve Tickets Using Snow Admin Tools And Javascript, Ensuring Adherence To Quality Standards And Company Policies Within Agreed Slas.
2. Provide On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Rest/Soap Api To Identify And Mitigate Recurring Problems.
3. Enhance Team Capabilities By Managing And Updating The Knowledge Base, And Conducting Training Sessions For New Analysts On Automation Tools And Processes.
4. Collaborate With Cross-Functional Teams To Implement Improvements In Ticket Resolution Processes, Aiming For First Call Resolution And Minimizing Case Reopen Rates.
5. Utilize Angular Js For Developing Support Tools That Streamline Operational Workflows, Enhancing Overall Team Efficiency And Customer Experience.

Skill Requirements

1. Proficient In Snow Administration And Support.
2. Strong Knowledge Of Javascript For Automation And Scripting Tasks.
3. Familiarity With Rest/Soap Api For Integration And Support Processes.
4. Understanding Of Angular Js For Tool Development And User Interface Enhancements.
5. Basic Analytical Skills For Root Cause Analysis And Problem-Solving.

Other Requirements

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