SeniorAdministrator - Incident 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 Adhering To Quality Standards And Regulatory Requirements
• Support Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Best Practices And Tools Like…
• Lead Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities
• Resolve Complex Service Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And A Robust Security Posture
• Drive Customer Satisfaction And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopens

What you need

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