SeniorAdministrator - Problem Management, 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. Deliver Advanced Technical Support By Performing Root Cause Analysis For Complex Incidents In Problem Management, Utilizing Itil Best Practices To Enhance Service Delivery And Operational Efficiency.

2. Administer And Support Servicenow (Snow) And Bmc Remedy Tools, Ensuring Effective Incident Management And Resolution Of Technical And Security Issues Within Defined Slas.

3. Manage The Knowledge Base By Updating Documentation And Providing Training To New Team Members, Fostering A Culture Of Continuous Improvement And Knowledge Sharing.

4. Collaborate With Cross-Functional Support Teams To Resolve Complex Tickets, Ensuring Seamless Operations And Maintaining A Robust Security Posture Across It Services.

5. Enhance Customer Experience By Achieving High First Call Resolution Rates And Minimizing Case Reopens, Actively Working To Mitigate Security Threats And Drive Positive Csat Outcomes.

Skill Requirements

1. Advanced Proficiency In Problem Management And Itil Frameworks.

2. Strong Experience With Servicenow (Snow) Administration And Bmc Remedy.

3. Familiarity With Ca Service Desk And Avanti Tools.

4. Excellent Analytical And Troubleshooting Skills To Address Complex Technical Issues Effectively.

5. Ability To Train And Mentor Junior Analysts, Promoting Knowledge Sharing Within The Team.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).

2. Servicenow Certified Administrator (Optional But Valuable)