SME - ServiceNow, IT Service Management

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 By Applying Itil Best Practices And Leveraging Servicenow Functionalities To Meet…
• Mentor Team Members And Administrators By Preparing Standard Operating Procedures (Sops), Maintaining Effective Documentation
• Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Discussions For Process Improvements
• Foster Positive Customer Relationships By Participating In Meetings To Understand Issues, Gather Feedback, And Drive Solutions That Enhance Customer Satisfaction
• Validate And Present Analyses Such As Root Cause Analysis And Trend Analysis To Key Business Stakeholders

What you need

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