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. Provide Advanced Technical Support By Conducting Thorough Root Cause Analysis Of Complex Incidents And Implementing Solutions To Resolve Technical And Security Issues In Itil And Process Management Frameworks.
2. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
3. Manage And Update The Knowledge Base, Contributing To Documentation And Sharing Of Best Practices To Improve Team Efficiency And Service Delivery.
4. Train And Coach Analysts And New Team Members On Tools And Processes To Enhance Team Performance And Knowledge Sharing.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens While Addressing Security Threats Proactively.

Skill Requirements

1. Proficient In Process Management And Itil Practices.
2. Strong Understanding Of Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy And Ca Service Desk Tools.
4. Experience With Avanti For It Service Management Tasks.
5. Excellent Problem-Solving And Analytical Skills.

Other Requirements

1. Itil Foundation Certification Is Required.
2. Optional But Valuable Certifications Include Servicenow Certified Administrator, Bmc Remedy Certification, Or Ca Service Desk Certification