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. Ensure Compliance With Quality Standards, Regulatory Requirements, And Company Policies While Managing Configuration Management Tools Such As Snow, Bmc Remedy, And Ca Service Desk.
2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis Using Itil Methodologies, And Implementing Robust Solutions To Resolve Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Hires, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture.
5. Improve Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Effectively Mitigating Potential Security Threats.

Skill Requirements

1. Advanced Proficiency In Configuration Management And Itil Practices.
2. Strong Knowledge Of Ticketing Systems Such As Servicenow, Bmc Remedy, And Ca Service Desk.
3. Familiarity With Troubleshooting Methodologies And Root Cause Analysis Techniques.
4. Excellent Communication And Collaboration Skills To Work With Diverse Support Teams.
5. Ability To Manage Multiple Tasks And Prioritize Effectively In A Fast-Paced Environment.

Other Requirements

1. Itil Foundation Certification Is Recommended