Job Summary The Tools & Automation Administrator plays a crucial role in ensuring productive operations by independently resolving technical issues and providing exceptional support. This position focuses on enhancing customer satisfaction through effective ticket management and root cause analysis, while also contributing to knowledge sharing and team development.
Key Responsibilities
Independently Resolve Tickets Using Snow Admin
Tools And Javascript, Ensuring Adherence To Quality Standards And Company Policies Within Agreed Slas.
Provide
On-Call Support For Escalated Issues, Performing Root Cause Analysis Using Rest/Soap Api To Identify And Mitigate Recurring Problems.
Enhance Team Capabilities By Managing And
Updating The Knowledge Base, And Conducting Training Sessions For Current Analysts On Automation Tools And Processes.
Collaborate With
Cross-Functional Teams To Implement Improvements In Ticket Resolution Processes, Aiming For First Call Resolution And Minimizing Case Reopen Rates.
Utilize Angular Js For Developing Support
Tools That Streamline Operational Workflows, Enhancing Overall Team Efficiency And Customer Experience.
Skill Requirements
Proficient In Snow Administration And
Support.
Solid Knowledge Of Javascript For Automation
And Scripting Tasks.
Familiarity With
Rest/Soap Api For Integration And Support Processes.
Understanding Of Angular Js For Tool
Development And User Interface Enhancements.
Basic Analytical Skills For Root Cause
Analysis And Problem-Solving.
Other Requirements
Itil Foundation
Certification (Optional But Valuable).
Servicenow Certified System