Administrator - Process Management, ServiceNow

About the role

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.

What you'll do

• Manage And Optimize It Service Processes By Applying Itil Frameworks And Utilizing Tools Such As Bmc Remedy, Ca Service Desk
• Provide On-Call Support For Escalated Incidents, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Issues
• Develop And Maintain A Knowledge Base By Documenting Solutions And Best Practices, Facilitating Knowledge Sharing And Training Sessions For New Team Members And Analysts
• Resolve Tickets Independently Within The Agreed Sla, Ensuring Prompt Responses And Effective Solutions To Meet Service Delivery Expectations
• Enhance Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens, Thereby Driving Positive Customer Feedback And Improving Csat Scores

What you need

• ServiceNow
• Process management
• ITIL
• Root cause analysis
• Ticketing tools
• Any graduate