Senior Administrator - IT Operations Management

As the Senior Administrator for Tools & Automation, your role involves providing advanced technical support and troubleshooting for IT Operations Management (ITOM) tools, with a primary focus on ServiceNow (SNOW) and REST/SOAP APIs. Your contribution is crucial in ensuring a high-quality customer experience through effective incident resolution, root cause analysis, and proactive improvements in support processes. Key Responsibilities: - Adhere to quality standards and regulatory requirements while implementing best practices in Snow ITOM and REST/SOAP API management to ensure compliance and operational efficiency. - Provide expert support for complex incidents escalated by analysts, conducting thorough root cause analysis and deploying effective solutions to resolve technical and security issues within Snow environments. - Lead knowledge base updates and management initiatives, conduct training for new team members, and coach analysts to enhance team capabilities and service delivery. - Resolve complex support tickets within agreed SLAs, collaborate with cross-functional teams to maintain seamless operations, and strengthen overall security posture. - Ensure a positive customer experience and high customer satisfaction (CSAT) by achieving first call resolution, minimizing rejected resolutions, and proactively addressing potential security threats. Skill Requirements: - In-depth knowledge of ServiceNow ITOM and REST/SOAP APIs. - Strong understanding of incident management and root cause analysis methodologies. - Proficiency in troubleshooting and resolving technical and security issues. - Excellent communication and collaboration skills to work effectively with support teams and customers. Note: Additional details of the company are not mentioned in the provided job description. As the Senior Administrator for Tools & Automation, your role involves providing advanced technical support and troubleshooting for IT Operations Management (ITOM) tools, with a primary focus on ServiceNow (SNOW) and REST/SOAP APIs. Your contribution is crucial in ensuring a high-quality customer experience through effective incident resolution, root cause analysis, and proactive improvements in support processes. Key Responsibilities: - Adhere to quality standards and regulatory requirements while implementing best practices in Snow ITOM and REST/SOAP API management to ensure compliance and operational efficiency. - Provide expert support for complex incidents escalated by analysts, conducting thorough root cause analysis and deploying effective solutions to resolve technical and security issues within Snow environments. - Lead knowledge base updates and management initiatives, conduct training for new team members, and coach analysts to enhance team capabilities and service delivery. - Resolve complex support tickets within agreed SLAs, collaborate with cross-functional teams to maintain seamless operations, and strengthen overall security posture. - Ensure a positive customer experience and high customer satisfaction (CSAT) by achieving first call resolution, minimizing rejected resolutions, and proactively addressing potential security threats. Skill Requirements: - In-depth knowledge of ServiceNow ITOM and REST/SOAP APIs. - Strong understanding of incident management and root cause analysis methodologies. - Proficiency in troubleshooting and resolving technical and security issues. - Excellent communication and collaboration skills to work effectively with support teams and customers. Note: Additional details of the company are not mentioned in the provided job description.