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. Resolve Critical Incidents By Utilizing Itil Best Practices And Critical Incident Management Processes, Ensuring Adherence To Quality Standards And Company Policies.
2. Provide On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analyses To Identify And Mitigate Underlying Problems.
3. Enhance Team Knowledge And Efficiency By Updating And Managing The Knowledge Base, And Providing Training And Coaching To Recent Analysts.
4. Independently Manage And Resolve Tickets Within The Agreed Service Level Agreements (Sla),
Focusing On Efficiency And Quality.
5. Drive Positive Customer Experiences And High Customer Satisfaction (Csat) Scores Through Effective First Call Resolution And Minimizing Case Reopens.
Skill Requirements
1. Strong Understanding Of Critical Incident Management And Itil Processes
2. Proficiency In Servicenow (Snow) Administration And Support
3. Experience With Bmc Remedy And Ca Service Desk Tools
4. Familiarity With Incident Tracking And Reporting
5. Solid Analytical And Problem-Solving Skills
Other Requirements
1. Itil Foundation Certification (Optional But Valuable)