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 For Complex Incidents Related To Change Management And Itil Processes, Performing Root Cause Analysis And Implementing Effective Solutions Using Bmc Remedy And Ca Service Desk.
2. Collaborate With Cross-Functional Teams To Resolve Escalated Issues Within Agreed Slas, Ensuring Seamless Operations And Maintaining Security Posture In Line With Itil Best Practices.
3. Manage And Update The Knowledge Base, Ensuring Documentation Is Current And Accessible, While Conducting Training Sessions For New Hires And Coaching Analysts On Tools And Automation Processes.
4. Resolve Complex Tickets Effectively, Minimizing Rejected Resolutions And Re-Open Cases, While Focusing On First Call Resolution As A Key Metric For Customer Satisfaction (Csat).
5. Adhere To Quality Standards And Regulatory Requirements, Promoting Company Policies And Best Practices Within The Team To Foster A Culture Of Continuous Improvement.

Skill Requirements

1. Advanced Knowledge Of Change Management Principles And Itil Framework.
2. Proficiency In Using It Service Management Tools Such As Servicenow, Bmc Remedy, And Ca Service Desk.
3. Strong Analytical Skills For Troubleshooting And Root Cause Analysis.
4. Excellent Communication Skills For Customer Interactions And Team Collaboration.

Other Requirements

1. Itil Foundation Certification Is Mandatory.
2. Additional Itil Certifications (E.G., Itil Practitioner) Are Optional But Valuable