SeniorAdministrator - Capacity 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

• Provide Advanced Technical Support By Performing Root Cause Analysis And Resolving Complex Incidents Related To Capacity Management And Itil Practices
• Collaborate With Analysts To Troubleshoot Escalated Technical Issues, Implementing Effective Solutions That Enhance Service Delivery And Mitigate Security Threats
• Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members
• Resolve Complex Support Tickets Within Agreed Slas By Coordinating With Various Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture
• Enhance Customer Experience And Satisfaction Through First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases

What you need

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