Automation Specialist

Job Description:

Job Overview: 

An Automation Specialist for Service Desk focuses on enhancing the efficiency and effectiveness of IT service management operations through automation. This role involves designing, implementing, and managing automated solutions to handle repetitive and routine tasks within the service desk environment. The goal is to streamline processes, improve accuracy, and free up service desk staff to focus on more complex and critical issues.

Key Responsibilities:

1. Identify Automation Opportunities: Analyse existing service desk processes to pinpoint tasks that are repetitive or time-consuming and could benefit from automation. 
2. Develop and Implement Automation Solutions: Design and deploy automation tools and scripts to handle routine tasks such as ticket routing, user account management, and system alerts. 
3. Tool Integration: Integrate automation solutions with existing ITSM (IT Service Management) tools and other systems to ensure seamless operation and data flow. 
4. Monitor and Optimize: Continuously track the performance of automated processes, adjusting as needed to improve efficiency and effectiveness. 
5. Collaborate with Teams: Work closely with service desk staff, IT managers, and other stakeholders to ensure automation solutions meet their needs and enhance overall service delivery. 
6. Troubleshoot and Maintain: Address any issues related to automated processes and maintain automation tools and scripts to ensure ongoing reliability. 
7. Document and Train: Create documentation for automated processes and provide training to service desk staff on new tools and procedures.

Technical Skills:

1. Active interest in PowerApps, automation and gaining formalised certifications 
2. Is working towards and or has achieved one of the following certifications: PL-400/AZ-204 
3. Proficient in developing PowerApp solutions (Canvas and Model Driven Apps) while adhering to a structured release management process. 
4. Skilled in developing intricate Azure Logic Apps and/or Power Automate solutions. 
5. Possesses a comprehensive understanding of the entire Power Platform toolset and an understanding of typical business workflows and security models. 
6. Adept at effectively communicating and presenting to stakeholders or clients at various organizational levels. 
7. Previous experience in a similar consulting or development role is advantageous. 
8. Proficiency in creating PowerBI reports and dashboards, utilizing multiple data sources. 
9. Experience with Dataverse and other database methodologies while adhering to ISO 27001 standards. 
10. Excellent written and verbal communication skills 
11. Proficient in analyzing business processes and workflows, translating them into Power Platform-driven solutions. 
12. Competent in working with the Power Platform suite, including **Power Automate, Power Apps**, and Power BI, as well as LogicApps, KeyVault, and related Azure technologies. 
13. Knowledgeable in working with APIs, particularly Microsoft Graph and Dataverse Web API, among others. 
14. **Well-versed in creating and manipulating formulas using PowerFX** 
15. Experience with software training and user adoption, preferably in the Power Platform space.  
16. Adept at enhancing Power Platform capabilities by leveraging Plugins and Power Apps Component Framework (PCF) components, utilizing custom code languages such as Javascript, C#, HTML/CSS. 
17. Skilled in providing user support and effectively troubleshooting issues. 
18. PowerShell script knowledge 

Education and Certification:

1. Bachelor’s degree in computer science, Engineering, or a related field.  
2. Relevant certifications (e.g., Microsoft Certified: Azure DevOps Engineer Expert) are a plus.   

Skills and Knowledge: 

1. Technical Skills: Proficiency in scripting languages (e.g., Python, PowerShell) and experience with automation platforms (e.g., Ansible, Puppet). 
2. ITSM Tools: Familiarity with ITSM platforms specific in HALO & ADO and their automation capabilities. 
3. Process Improvement: Understanding of ITIL principles and best practices for service management. 
4. Communication: Effective communication skills to collaborate with various teams and stakeholders.