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About the role
- Automation Engineer automating IT support processes at Nokia for improved end-user experience and satisfaction. Engaging with team and stakeholders to enhance service delivery.
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.
Requirements
- 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
- 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
Benefits
- Flexible and hybrid working schemes
- A minimum of 90 days of Maternity and Paternity Leave, with the option to return to work within a year following the birth or adoption of a child (based on eligibility)
- Life insurance to all employees to provide peace of mind and financial security
- Well-being programs to support your mental and physical health
- Opportunities to join and receive support from Nokia Employee Resource Groups (NERGs)
- Employee Growth Solutions to support your personalized career & skills development
- Diverse pool of Coaches & Mentors to whom you have easy access
- A learning environment which promotes personal growth and professional development - for your role and beyond
Job title
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