SME - Process 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. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents By Applying Itil Principles And Process Management Techniques To Meet Agreed Slas.

2. Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops), Maintaining Comprehensive Documentation, And Promoting Knowledge Sharing To Enhance Team Capabilities.

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

4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Proactively Understand And Address Any Issues Faced By Stakeholders.

5. Conduct In-Depth Validation Analyses, Such As Root Cause Analysis And Trend Analysis, And Prepare Detailed Reports To Present Performance Metrics And Insights To Key Business Stakeholders.

Skill Requirements

1. Proficient In Process Management And Itil Methodologies.

2. Strong Understanding Of Servicenow (Snow) Administration And Support.

3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.

4. Excellent Analytical And Problem-Solving Skills.

5. Strong Communication And Presentation Skills To Interact Effectively With Stakeholders.

Other Requirements

1. Itil Foundation Certification Is Recommended.

2. Certifications In Servicenow Administration Or Bmc Remedy Are Valuable But Not Mandatory