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 And Troubleshooting For Servicenow Software Asset Management Incidents, Conducting Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.
2. Collaborate With Cross-Functional Teams To Manage Hardware Asset Management Processes, Ensuring Accurate Inventory Tracking And Compliance With Organizational Policies.
3. Conduct Knowledge Base Updates And Management Activities, Developing Training Materials And Coaching Analysts To Enhance Team Capabilities And Knowledge Sharing.
4. Resolve Complex Tickets Within Agreed Slas By Leveraging Itil Best Practices, Ensuring Seamless Operations And A Robust Security Posture.
5. Drive Customer Satisfaction By Ensuring First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. Proficient In Servicenow Software Asset Management And Itil Frameworks
2. Solid Understanding Of Hardware Asset Management Principles
3. Experience In Configuration Management Processes
4. Strong Analytical And Problem-Solving Skills
5. Excellent Communication And Interpersonal Skills

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)
2. Servicenow Certified System Administrator (Optional But Valuable