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 While Implementing Itil Best Practices In Release Management And Support Processes.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Solutions To Mitigate Technical And Security Issues.
3. Engage In Value-Added Activities Such As Knowledge Base Updates And Management, Providing Training For New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Service Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Uphold Security Standards.
5. Drive Positive Customer Experiences And High Csat Scores Through Effective First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.
Skill Requirements
1. Proficiency In Release Management And Itil Frameworks.
2. Strong Understanding Of Service Desk Tools Such As Bmc Remedy, Ca Service Desk, And Avanti.
3. Familiarity With Snow Administration And Support Processes.
4. Excellent Troubleshooting And Analytical Skills For Incident Resolution.
5. Ability To Work Collaboratively With Cross-Functional Teams To Enhance Service Delivery.
Must Have Skill
CA Service Desk Manager,Release Management,BMC Remedy Action Request System,ServiceNow
Valuable to Have Skill
Other Requirements
1. Itil Certification (Foundation Level Or Higher) Is Optional But Valuable.
2. Relevant Certifications In Service Desk Tools (E.G., Bmc Remedy, Ca Service Desk) Are Advantageous