SME - Process Consulting, ServiceNow

Job Summary

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. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Leveraging Process Consulting Principles And Itil Methodologies, Adhering To Agreed Slas.

2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures, And Maintain Effective Documentation To Enhance Knowledge Sharing And Operational Efficiency.

3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Actively Participating In Capacity Planning To Optimize Resource Utilization.

4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings, Understanding Issues Faced, And Providing Solutions Aligned With Business Needs.

5. Validate Analyses Such As Root Cause Analysis And Trend Analysis, And Present Findings In Reports To Key Business Stakeholders To Facilitate Performance Improvements.

Skill Requirements

1. Strong Understanding Of Process Consulting Principles And Itil Practices.

2. Proficient In Tools And Technologies Such As Servicenow (Snow Admin), Bmc Remedy, Ca Service Desk, And Avanti.

3. Excellent Analytical And Problem-Solving Skills, Particularly Related To Incident Management And Escalation Resolution.

4. Effective Communication And Stakeholder Management Abilities.

Other Requirements

1. Itil Foundation Certification Is Recommended.

2. Additional Certifications In Servicenow Administration Or Bmc Remedy Are Optional But Valuable