Job Summary

The Senior Administrator for Tools & Automation is responsible for providing advanced technical support and troubleshooting for IT Operations Management (ITOM) tools, primarily focusing on ServiceNow (SNOW) and REST/SOAP APIs. This role plays a critical part in ensuring a high-quality customer experience through effective incident resolution, root cause analysis, and proactive improvements in support processes.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Best Practices In Snow Itom And Rest/Soap Api Management To Ensure Compliance And Operational Efficiency.
2. Provide Expert Support For Complex Incidents Escalated By Analysts, Performing Thorough Root Cause Analysis And Deploying Effective Solutions To Resolve Technical And Security Issues Within Snow Environments.
3. Lead Knowledge Base Updates And Management Initiatives, Facilitating Training For New Team Members And Coaching Analysts To Enhance Team Capabilities And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Maintain Seamless Operations And Strengthen Overall Security Posture.
5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Servicenow Itom And Rest/Soap Apis.
2. Strong Understanding Of Incident Management And Root Cause Analysis Methodologies.
3. Proficiency In Troubleshooting And Resolving Technical And Security Issues.
4. Excellent Communication And Collaboration Skills To Work Effectively With Support Teams And Customers.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Servicenow Certified System Administrator (Optional But Valuable).
3. Relevant Rest/Soap Api Certifications (Optional But Valuable)