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 Sap And Access Governance Best Practices To Ensure Compliance And Operational Integrity.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Thorough Root Cause Analyses And Implementing Solutions To Resolve Technical And Security Issues Within Sap Environments.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Sap Support And Access Governance.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Robust Security Posture.
5. Enhance Customer Experience And Csat Metrics Through Effective First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Open Cases, While Proactively Mitigating Potential Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Sap Systems And Access Governance Frameworks.
2. Solid Understanding Of Troubleshooting Techniques And Root Cause Analysis Methodologies.
3. Familiarity With Regulatory Compliance Standards Relevant To Sap Operations.
4. Strong Communication Skills For Effective Collaboration And Customer Interaction.
5. Capability To Manage And Train Junior Analysts In Sap Support Processes.

Other Requirements

1. Optional But Valuable Certifications: Sap Certified Technology Associate, Certified Information Systems Security Professional (Cissp)