SeniorAdministrator - Problem 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

• Deliver Advanced Technical Support By Performing Root Cause Analysis For Complex Incidents In Problem Management
• Administer And Support Servicenow (Snow) And Bmc Remedy Tools, Ensuring Effective Incident Management And Resolution Of Technical And Security Issues Within Defined Slas
• Manage The Knowledge Base By Updating Documentation And Providing Training To New Team Members, Fostering A Culture Of Continuous Improvement And Knowledge Sharing
• Collaborate With Cross-Functional Support Teams To Resolve Complex Tickets, Ensuring Seamless Operations And Maintaining A Robust Security Posture Across It Services
• Enhance Customer Experience By Achieving High First Call Resolution Rates And Minimizing Case Reopens

What you need

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