SME - IT Operations Management

In this role of Subject Matter Expert (Tools & Automation) in IT Operations Management, you will be responsible for ensuring timely and quality resolution of escalated incidents and tickets. Your deep expertise in SNOW - ITOM and Rest/Soap API will be crucial in driving efficient problem-solving and enhancing customer satisfaction. Your role will involve mentoring team members, documentation, and effective communication with stakeholders to uphold service excellence. Key Responsibilities: - Analyze and resolve escalated incidents in SNOW - ITOM according to the agreed SLA, ensuring adherence to quality compliance and contributing to overall service delivery. - Mentor team members and administrators on best practices in tools and automation, prepare standard operating procedures (SOPs), and maintain comprehensive documentation for seamless knowledge transfer. - Validate change order implementation plans, ensure compliance with human error protocols, and actively participate in capacity planning discussions to optimize resource allocation. - Foster positive customer relationships by actively participating in meetings, understanding client issues, and driving solutions that enhance customer satisfaction and feedback. - Conduct thorough analyses, including root cause analysis and trend analysis, present findings and performance reports to key business stakeholders to facilitate informed decision-making. Skill Requirements: - Proficient in SNOW ITOM and Rest/Soap API with a solid understanding of their application in incident management and automation processes. - Strong analytical skills with the ability to conduct root cause and trend analyses. - Excellent communication and presentation skills for effective stakeholder engagement. - Familiarity with documentation standards and practices in IT operations. Other Requirements: - ITIL Foundation certification is optional but valuable. - Relevant certifications in ServiceNow or automation tools are recommended. In this role of Subject Matter Expert (Tools & Automation) in IT Operations Management, you will be responsible for ensuring timely and quality resolution of escalated incidents and tickets. Your deep expertise in SNOW - ITOM and Rest/Soap API will be crucial in driving efficient problem-solving and enhancing customer satisfaction. Your role will involve mentoring team members, documentation, and effective communication with stakeholders to uphold service excellence. Key Responsibilities: - Analyze and resolve escalated incidents in SNOW - ITOM according to the agreed SLA, ensuring adherence to quality compliance and contributing to overall service delivery. - Mentor team members and administrators on best practices in tools and automation, prepare standard operating procedures (SOPs), and maintain comprehensive documentation for seamless knowledge transfer. - Validate change order implementation plans, ensure compliance with human error protocols, and actively participate in capacity planning discussions to optimize resource allocation. - Foster positive customer relationships by actively participating in meetings, understanding client issues, and driving solutions that enhance customer satisfaction and feedback. - Conduct thorough analyses, including root cause analysis and trend analysis, present findings and performance reports to key business stakeholders to facilitate informed decision-making. Skill Requirements: - Proficient in SNOW ITOM and Rest/Soap API with a solid understanding of their application in incident management and automation processes. - Strong analytical skills with the ability to conduct root cause and trend analyses. - Excellent communication and presentation skills for effective stakeholder engagement. - Familiarity with documentation standards and practices in IT operations. Other Requirements: - ITIL Foundation certification is optional but valuable. - Relevant certifications in ServiceNow or automation tools are recommended.