Core Description Delivers on IT process automated solutions for the CSD. As an automation engineer, works closely with other teams to help discover and eliminate problems by gathering requirements and implementing process automation solutions. Automation definition in this context includes L3 support for deployed tools, all change requests to applications developed by the Automation team/vendors fixing application errors (bugs) in such applications.
Key Deliverables / Primary Functions
- Leads the development of automations
- Primary ownership of discussing and seeking all clarifications from the involved stakeholders regarding Automation application design at the appropriate stage of the life cycle
- Leads the configuration and deployment of Automation Systems functions including automations, decision trees and wikis
- Create/Enable workflows/runbooks for automated remediation
- Makes use of re-usable content and other building blocks of automations
- Supports installation of Automation Systems software in applicable environments
- Supports the team during integration and application testing
- Work hand-in-hand with solution architects, implementation consultants and the customers themselves to build processes that are secure, reliable and efficient
- Diagnose and provide first-call resolution on complex technical queries, within the service level agreements.
- Participate in the design and development of testing frameworks and technologies for various projects including the Intelligent Edge, Data and Analytics, Reporting and Contact Centre Platform optimization
- Follow up on resolutions of client queries as per service level agreements
- Act as an escalation point for 1st and 2nd level client tickets.
- Liaise within the Division to ensure queries are resolved timeously.
- Provide complex technical support in adherence to quality standards and customer service excellence.
- Contribute to product documentation, customer knowledge base, and best practices guides.
- Continuously improve process and tools for normal, repetitive support tasks.
OR
Grade 12 & 5 years experience inIT support experience, with hands-on experience with automation technologies.
Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control : 0
Level of Engagement : Interact directly with internal & external clients
Special Requirements / Employment Condition Ability to work extended /long hours as and when required Ability to cope under pressure Workplace / Physical Requirements Full-time Office Based position.
