Tools & Automation Engineer (w/m/d)

Get AI-powered advice on this job and more exclusive features.

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 224,000+ people across 60 countries, supercharging progress through industry‑leading capabilities centered around Digital, Engineering, R&D, Cloud, AI, IT infrastructure, BPO, industry‑specific solutions including financial services, healthcare, manufacturing, retail, telecommunications, and public sector.

Responsibilities

• Ensure timely resolution and quality compliance of escalated tickets and incidents by applying ITIL principles and process management techniques to meet agreed SLAs.
• Mentor team members and administrators by preparing standard operating procedures ( منت ), maintaining comprehensive documentation, and promoting knowledge sharing to enhance team capabilities.
• Validate change order implementation plans and ensure adherence to human error compliance while actively participating in capacity planning to optimize resource allocation.
• Foster positive customer feedback and satisfaction by engaging in customer meetings to proactively understand and address any issues faced by stakeholders.
• Conduct in‑depth validation analyses, such as root‑cause analysis and trend analysis, and prepare detailed reports to present performance metrics and insights to key business stakeholders.

Skill Requirements

• Proficient in process management and ITIL methodologies.
• Strong understanding of ServiceNow (Snow) administration and support Calculate My Inclusion.
• Familiarity with BMC Remedy, CA Service Desk, and Avanti tools.
• Excellent analytical and problem‑solving skills.
• Strong communication and presentation skills to interact effectively with stakeholders.
• German and English language proficiency at least at B2 level.

Certification

• Certifications in ServiceNow administration or BMC Remedy are valuable but not mandatory.

Job Details

• Seniority level: Associate
• Employment type: Full‑time
• Job function: Information Technology
• Industries: IT Services and IT Consulting
• Location: Frankenthal, Rhineland‑Palatinate, Germany

We promote equal opportunities for all employees, regardless of their cultural and social background, gender, disability, age, religion, beliefs, and sexual identity. We give priority consideration to severely disabled applicants and those of equal status in the case of equal suitability.