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. Lead Process Management Initiatives By Implementing Itil Best Practices And Optimizing Bmc Remedy And Ca Service Desk Workflows To Enhance Service Delivery And Operational Efficiency.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service Aligned With Client Expectations While Identifying Areas For Improvement.
3. Mentor And Guide Project Teams, Fostering Transparent Communication Of Project Goals, Timelines, And Responsibilities To Ensure Accountability And Performance Excellence.
4. Drive Innovation By Proposing New Ideas And Methodologies For Process Development, Leveraging Tools And Automation To Enhance Overall Organizational Progress.
5. Develop And Implement Data-Driven Solutions Tailored To Customer Needs, Utilizing Servicenow To Streamline Service Requests And Improve Response Times, Ultimately Achieving Positive Business Outcomes.

Skill Requirements

1. Strong Understanding Of Itil Framework And Process Management Principles.
2. Proficiency In Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti For Effective Service Management.
4. Excellent Problem-Solving And Analytical Skills To Enhance Operational Systems.
5. Strong Leadership Capabilities With A Focus On Team Empowerment And Development.

Other Requirements

1. Itil Certification (Optional But Valuable)
2. Servicenow Certified System Administrator (Optional But Valuable