SeniorAdministrator - Configuration Management

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

• Ensure Compliance With Quality Standards, Regulatory Requirements, And Company Policies While Managing Configuration Management Tools Such As Snow, Bmc Remedy
• Provide Advanced Technical Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis Using Itil Methodologies
• Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Hires, And Coaching Analysts To Enhance Team Capabilities
• Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture
• Improve Customer Experience And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Effectively Mitigating Potential Security Threats

What you need

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