SME - Change 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

• Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Effective Change Management Processes, Adhering To Slas And Itil Best Practices
• Mentor And Guide Team Members By Preparing Standard Operating Procedures (Sops), Maintaining Comprehensive Documentation
• Validate Change Order Implementation Plans And Ensure Adherence To Human Error Compliance, Contributing To Capacity Planning Discussions To Optimize Resource Allocation
• Foster Positive Customer Relationships By Engaging In Customer Meetings To Gather Feedback, Understand Challenges, And Ensure Effective Communication Of Solutions
• Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Prepare Detailed Performance Reports For Presentation To Key Business Stakeholders

What you need

• ServiceNow
• Change management
• ITIL
• SOP writing
• Root cause analysis
• Ticketing tools
• Any graduate