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. Provide Advanced Technical Support By Performing Root Cause Analysis And Resolving Complex Incidents Related To Capacity Management And Itil Practices, Ensuring Adherence To Quality Standards And Regulatory Requirements.
2. Collaborate With Analysts To Troubleshoot Escalated Technical Issues, Implementing Effective Solutions That Enhance Service Delivery And Mitigate Security Threats.
3. Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Support Analysts To Improve Overall Team Performance.
4. Resolve Complex Support Tickets Within Agreed Slas By Coordinating With Various Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Satisfaction Through First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases, While Actively Identifying Opportunities To Improve Processes.

Skill Requirements

1. Strong Understanding Of Capacity Management Principles And Itil Frameworks
2. Proficient In Tools Such As Servicenow (Snow), Bmc Remedy, Ca Service Desk, And Avanti
3. Solid Analytical And Problem-Solving Skills With A Focus On Root Cause Analysis
4. Excellent Communication Skills, Both Verbal And Written
5. Ability To Mentor And Train Junior Analysts Effectively

Other Requirements

1. Itil Foundation Certification Is Recommended
2. Servicenow Certified System Administrator Is Optional But Valuable
3. Bmc Remedy Certification Is Optional But Valuabl