SME - 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

• Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Itil Principles And Problem Management Techniques To Meet Agreed Slas
• Mentor Administrators And Team Members By Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation
• Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Participating In Capacity Planning Discussions To Align Resources Effectively
• Actively Participate In Customer Meetings To Gather Feedback, Understand Issues Faced By Customers, And Foster Positive Relationships To Enhance Customer Satisfaction
• Conduct Validations Of Analyses Such As Root Cause Analysis And Trend Analysis

What you need

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