SPECIALIST

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. (1.) Key Responsibilities
1. Adhere To Quality Standards, Regulatory Requirements, And Company Policies While Managing Software Asset Management Processes In Servicenow.
2. Provide Support For On-Call Escalations And Conduct Root Cause Analyses Using Itil Frameworks To Identify And Resolve Underlying Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices.
4. Independently Resolve Tickets Within The Agreed Sla, Ensuring Timely And Effective Resolution Of Issues Related To Hardware And Software Assets.
5. Enhance Customer Experience And Csat By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases Through Effective Problem-Solving.

Skill Requirements
1. In-Depth Knowledge Of Servicenow Software Asset Management And Itil Processes.
2. Solid Understanding Of Hardware Asset Management And Configuration Management.
3. Strong Analytical Skills For Conducting Root Cause Analyses And Resolving Complex Issues.
4. Good Communication Skills For Providing Effective Support And Training.

Certification
1. Itil Foundation Certification (Optional But Valuable).
2. Servicenow Certified System Administrator (Optional But Valuable).

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Cloud Services-SERVICENOW-IT PROCESS ENGINEERING

1632065BR

Cloud Services-SERVICENOW-OPERATIONS CONSULTANT

Cloud Services-Processes-IT Process Engineering

Cloud Services-Processes-IT Process Engineering