Engineer - Incident Management, ServiceNow

Job Summary

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.

Key Responsibilities

1. Develop And Implement Automation Scripts Using Itil Practices And Incident Management Frameworks, Ensuring Efficient Handling Of Incidents In Servicenow And Bmc Remedy.
2. Maintain And Troubleshoot Existing Automation Tools, Resolving Issues To Ensure Seamless Functionality And Optimal Performance.
3. Collaborate With Clients To Understand New Feature Requests, Designing And Developing Enhancements In Avanti And Ca Service Desk Platforms.
4. Document Processes, Code Changes, And Incidents Effectively To Support Knowledge Sharing And Compliance With Itil Standards.

Skill Requirements

1. Basic Understanding Of Incident Management Principles And Itil Framework.
2. Familiarity With Servicenow, Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Fundamental Knowledge Of Scripting Languages Relevant To Automation Tasks.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)