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 On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Asset Management And Itil Frameworks, Adhering To The Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures And Maintaining Effective Documentation, Enhancing Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance, While Actively Participating In Capacity Planning To Ensure Resource Optimization.
4. Facilitate Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings, Identifying Challenges, And Proposing Effective Solutions.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, To Validate Reports And Facilitate Performance Improvements, Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Asset Management And Itil Best Practices
2. Proficient In Servicenow, Bmc Remedy, Ca Service Desk Manager, And Avanti Tools
3. Strong Analytical Skills To Perform Root Cause And Trend Analysis
4. Excellent Communication And Presentation Skills For Stakeholder Engagement
5. Familiarity With Documentation Standards And Process Improvement Methodologies

Other Requirements

1. Itil Foundation Certification Is Recommended
2. Servicenow Administration Certification Is Optional But Valuabl