SME - 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

• Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Itil Frameworks And Incident Management Best Practices
• Mentor Administrators And Team Members By Preparing Standard Operating Procedures And Maintaining Effective Documentation
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols
• Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues And Provide Solutions That Enhance Overall Satisfaction
• Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Findings To Key Business Stakeholders

What you need

• ServiceNow
• ITIL
• SOP writing
• Ticketing tools
• Any graduate