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. Adhere To Quality Standards And Regulatory Requirements While Implementing Itil Best Practices To Enhance Service Delivery And Operational Excellence.
2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Frameworks And Snow Admin Tools.
3. Enhance The Knowledge Management System By Updating And Managing The Knowledge Base, Ensuring That All Documentation Is Accurate And Accessible For Ongoing Training And Support.
4. Coach And Train New Analysts On Tools And Processes, Fostering A Culture Of Continuous Improvement And Knowledge Sharing Within The Support Team.
5. Resolve Complex Tickets Within Agreed Slas, Collaborating With Other Support Teams To Ensure Seamless Operations And Maintaining A Strong Security Posture.
6. Drive Customer Satisfaction By Ensuring First Call Resolution, Minimizing Rejected Resolutions And Reopen Cases, While Actively Mitigating Potential Security Threats.

Skill Requirements

1. Strong Understanding Of Itil Principles And Practices.
2. Proficiency In Knowledge Management Tools And Methodologies.
3. Experience With Servicenow (Snow) Administration And Support.
4. Familiarity With Bmc Remedy And Ca Service Desk Platforms.
5. Solid Knowledge Of Security Best Practices And Incident Response.

Other Requirements

1. Itil Certification Is Preferred But Not Mandatory.
2. Knowledge Management Certification Is Optional But Valuable