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. Adhere To Quality Standards And Regulatory Requirements By Implementing Itil Best Practices Within Asset Management Processes And Tools Such As Servicenow And Bmc Remedy.
2. Provide On-Call Support For Escalated Incidents, Performing Root Cause Analysis To Identify And Resolve Underlying Issues Efficiently.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Ensuring Up-To-Date Documentation For Team Reference And Training Purposes.
4.
Independently Resolve Support Tickets Within Agreed Service Level Agreements (Sla), Ensuring Timely And Productive Ticket Handling Using Tools Like Ca Service Desk Manager And Avanti.
5. Enhance Customer Satisfaction (Csat) By Achieving First Call Resolution Metrics And Minimizing Case Reopens Through Thorough Troubleshooting And Effective Communication.
Skill Requirements
1. Proficient In Asset Management And Itil Frameworks, Demonstrating Solid Understanding And Application In A Practical Environment.
2. Familiarity With Servicenow, Bmc Remedy, Ca Service Desk Manager, And Avanti For Effective Ticket Resolution And Asset Tracking.
3. Strong Analytical Skills For Conducting Root Cause Analysis And Improving Processes.
4. Excellent Communication Skills To Facilitate Customer Interactions And Team Collaboration.
Other Requirements
1. Itil Foundation Certification Is Recommended.
2. Certifications In Servicenow Or Bmc Remedy Are Optional But Valuable