Postúlate en Kit Empleo: kitempleo.cl/empleo/1d4ddt
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
- Resolve Critical Incidents by utilizing ITIL best practices and critical incident management processes, ensuring adherence to quality standards and company policies.
- Provide on‑call support for escalated issues, conducting thorough root cause analyses to identify and mitigate underlying problems.
- Enhance team knowledge and efficiency by updating and managing the knowledge base, and providing training and coaching to new analysts.
- Independently manage and resolve tickets within the agreed service level agreements (SLA), focusing on efficiency and quality.
- Drive positive customer experiences and high customer satisfaction (CSAT) scores through effective first‑call resolution and minimizing case reopens.
Skill Requirements
- Strong understanding of critical incident management and ITIL processes.
- Proficiency in Service Now (Snow) administration and support.
- Experience with BMC Remedy and CA Service Desk tools.
- Familiarity with incident tracking and reporting.
- Solid analytical and problem‑solving skills.
Other Requirements
- ITIL Foundation certification (optional but valuable).
- Service Now Administrator certification (optional but valuable).
Benefits
- Industry‑benchmarked compensation.
- Best‑in‑class healthcare benefits.
- Personal time off.
- Maternity and paternity benefits.
- Access to skills / higher education programs and resources.
- Discounts on products and services via Benefit Box.
- Participation in CSR programs and live life with a purpose.
- Opportunities to grow and advance your career.
Note : The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.
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Postúlate en Kit Empleo: kitempleo.cl/empleo/1d4ddt