SeniorAdministrator - Incident Management, ServiceNow

Senior Administrator - Incident Management

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.

• Provide advanced technical support by adhering to quality standards and regulatory requirements, ensuring compliance with company policies in incident management processes.
• Support complex incidents escalated by analysts by performing root cause analysis and implementing effective solutions using ITIL best practices and tools like Service Now and BMC Remedy.
• Lead value-adding activities such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance team capabilities.
• Resolve complex service tickets within agreed SLAs, collaborating with cross-functional support teams to ensure seamless operations and a robust security posture.
• Drive customer satisfaction and CSAT by achieving first call resolution, minimizing rejected resolutions and case reopen, while proactively mitigating potential security threats.

• In-depth knowledge of incident management processes and ITIL frameworks.
• Proficient in using Service Now, BMC Remedy, and CA Service Desk for incident tracking and resolution.
• Solid understanding of troubleshooting techniques and root cause analysis methodologies.
• Familiarity with security protocols and practices related to incident management.

• ITIL Foundation Certification is optional but valuable.
• Certifications in Service Now Administration or BMC Remedy Administration are recommended.

Maximum Salary (US): 97000 Minimum Salary (US): 55000