Administrator - Problem Management, ServiceNow
Technology, Data & Digital · Software & Web Development · Software Engineering
In short
The Administrator - Problem Management, ServiceNow role involves utilizing ITIL frameworks and problem management methodologies to resolve tickets and provide on-call support. Responsibilities include root cause analysis, knowledge base management, and training, ensuring high-quality service delivery and adherence to SLAs.
Responsibilities
- Utilize ITIL frameworks and Problem Management methodologies to resolve tickets, ensuring adherence to SLAs for ticket volume and resolution time.
- Provide on-call support for escalated incidents, conducting root cause analyses and implementing solutions.
- Update and manage the knowledge base, deliver training sessions for new employees, and coach analysts.
- Monitor and ensure positive customer experiences by aiming for first call resolution and minimizing rejected resolutions and reopened cases.
- Adhere to quality standards, regulatory requirements, and company policies in all operational processes.
Requirements
- Strong understanding of ITIL principles and Problem Management practices.
- Proficiency in using ServiceNow (Snow), BMC Remedy, CA Service Desk, and Avanti for incident management.
- Excellent analytical and troubleshooting skills to conduct root cause analysis.
- Ability to manage and prioritize multiple tasks while maintaining high-quality standards.
- ITIL Foundation Certification is required.
Desired Qualifications
- Additional ITIL certifications (e.g., ITIL Practitioner, ITIL Intermediate) are optional but valuable.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and your spark.
- Be part of a global technology company with a strong focus on people.
- Work with clients across major verticals.
#Problem Management#ServiceNow#ITIL#Gautam Buddha Nagar#Uttar Pradesh#India#Administrator
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Gautam Buddha Nagar, India
Qualification
Diploma
Applicants
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