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 In Accordance With Service Level Agreements By Utilizing Itil Best Practices And Tools Like Servicenow And Bmc Remedy.
2. Mentor Administrators And Team Members While Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation To Enhance Knowledge Sharing Across The Organization.
3. Validate Change Order Implementation Plans And Monitor Human Error Compliance, Actively Participating In Capacity Planning To Optimize Resource Allocation And Incident Management.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Identify And Address Any Issues Faced, Ensuring A Proactive Approach To Service Delivery.
5. Conduct Thorough Validations Of Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Performance Reports To Key Business Stakeholders To Support Continuous Improvement Initiatives.

Skill Requirements

1. Strong Proficiency In Knowledge Management And Itil Frameworks.
2. Experience With Servicenow, Bmc Remedy, And Ca Service Desk Tools.
3. Excellent Analytical Skills For Incident Analysis And Reporting.
4. Effective Communication Skills For Stakeholder Engagement And Presentations.
5. Familiarity With Documentation Practices And Process Improvement Methodologies.

Other Requirements

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