Job Description

Job Summary

The Subject Matter Expert (Tools & Automation) plays a critical role in ensuring timely and quality resolution of escalated incidents and tickets. This position focuses on leveraging deep expertise in SNOW - ITOM and Rest/Soap API to drive efficient problem-solving while enhancing customer satisfaction. The role involves mentoring, documentation, and effective communication with stakeholders to uphold service excellence.

Key Responsibilities

1. Analyze And Resolve Escalated Incidents In Snow - Itom According To The Agreed Sla, Ensuring Adherence To Quality Compliance And Contributing To Overall Service Delivery.
2. Mentor Team Members And Administrators On Best Practices In Tools And Automation, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation For Seamless Knowledge Transfer.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Meetings, Understanding Client Issues, And Driving Solutions That Enhance Customer Satisfaction And Feedback.
5. Conduct Thorough Analyses Including Root Cause Analysis And Trend Analysis, Presenting Findings And Performance Reports To Key Business Stakeholders To Facilitate Informed Decision-Making.

Skill Requirements

1. Proficient In Snow Itom And Rest/Soap Api With A Solid Understanding Of Their Application In Incident Management And Automation Processes.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
3. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.
4. Familiarity With Documentation Standards And Practices In It Operations.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Relevant Certifications In Servicenow Or Automation Tools Are Recommended