SME - IT Operations Management, RESTful API, Angular

5 days ago
Houston, Texas, United States HCL Technologies Full-time

Job Summary
The Subject Matter Expert (Tools & Automation) plays a critical role in ensuring timely and quality resolution of escalated incidents and tickets. This position focuses on leveraging deep expertise in SNOW - ITOM and Rest/Soap API to drive efficient problem-solving while enhancing customer satisfaction. The role involves mentoring, 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, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation For Seamless Knowledge Transfer.
  • Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating 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, Presenting 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

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