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Description:
Automation Engineer – Analytics and Automationplay a pivotal role in driving the automation of IT support processes to improve end-user experience and satisfaction. He/she will be accountable for keeping up the tool/process framework to maximize the degree of automation of support tasks such as service provisioning, incident resolution, request processing, and data gathering,
The Automation Engineer will strongly engage with the team and other stakeholders to reinforce their business goals and help service delivery to reach the next level.
Responsibilities:
- Design, develop, and implement automation for ITSM workflows (e.g., incident, change, request management).
- Connect ITSM tools with other enterprise systems (monitoring, CMDB, cloud platforms, ticketing systems, chatbots).
- Write scripts (PowerShell, Python, JavaScript, etc.) to automate repetitive tasks. Use APIs, scripting, and orchestration tools for seamless data exchange.
- Develop custom automation modules or bots for service desk operations. Monitor automated workflows for performance and reliability.
- Continuously optimize automation to reduce SLA breaches and improve user experience.
- Ensure automation adheres to ITIL best practices and organizational policies. Support IT stakeholders across the organization.
- Research and implement AI/ML-based automation for predictive incident resolution and self-healing systems.
- Improve end-user experience through standardization. Ensure compliance with Nokia security policies.
Skills & Experiences:
You have:
- Degree in Engineering, Computer Science, or related field from recognized university
- 3-5 years of relevant professional experience
- Experience in programming in JavaScript (especially in programming of Service Now), PowerShell and Python
- Knowledge of Service Now and Integration Hub. Knowledge of Automated Test Framework is a plus.
- Knowledge of LDAP, Office365, Azure and Google Cloud Platform, databases, SQL language and relevant programming languages
- Experience with optimal interface development (REST, SOAP, Graph API), their monitoring and scalability
- Knowledge of AI tools and practical application of Machine Learning to speed-up automation processes
Nice-To-Have:
- Experience in international IT Delivery organizations is a plus
- Experience with desktop automation is a plus (NexThink, Systrack)
- Strong cross-functional skills, transcending across global teams
