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 By Implementing Itil Best Practices In Configuration Management And Ensuring Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Incidents Promptly.
3. Contribute To Value-Adding Activities, Such As Updating And Managing The Knowledge Base, Training New Staff, And Coaching Analysts To Enhance Team Performance.
4. Independently Resolve Tickets Within Agreed Service Level Agreements (Sla) By Leveraging Expertise In Configuration Management And Itil Frameworks To Ensure Timely And Efficient Service Delivery.
5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) Through First Call Resolution Initiatives And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1. Strong Understanding Of Configuration Management And Itil Principles.
2. Proficiency In Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.
4. Excellent Analytical And Problem-Solving Skills For Root Cause Analysis.
5. Ability To Train And Mentor Team Members Effectively.

Other Requirements

1. Itil Foundation Certification Is Recommended.
2. Servicenow Certified System Administrator Is Optional But Valuable