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 Timely Resolution And Quality Compliance Of Escalated Incidents In Servicenow As Per Agreed Slas, Leveraging Itil Best Practices To Enhance Service Delivery.
2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation, While Facilitating Knowledge Sharing Sessions To Promote A Culture Of Continuous Improvement.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Discussions To Align Resources With Business Needs.
4. Engage Actively In Customer Meetings To Gather Feedback And Understand Issues, Driving Initiatives To Enhance Customer Satisfaction And Service Quality.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, Producing Detailed Reports To Identify Performance Improvements And Present Findings To Key Business Stakeholders.

Skill Requirements

1. Strong Proficiency In Servicenow For Software Asset Management And Itil Processes.
2. In-Depth Knowledge Of Hardware Asset Management And Configuration Management Best Practices.
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analysis.
4. Strong Communication And Presentation Skills To Effectively Liaise With Business Stakeholders.
5. Ability To Mentor And Lead Team Members In Process Improvements And Documentation Practices.

Other Requirements

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