Senior Administrator - Process Management, ServiceNow

Technology, Data & Digital · IT Infrastructure & Security · Site Reliability Engineering · IT Support

In short

The L2 IT Service Management role coordinates Incident, Problem, Change and Major Incident Management activities in a global support environment. This role handles L2 escalations, supports service restoration, ensures ITIL process compliance and drives continual service improvement through collaboration with technical teams, service owners and business stakeholders. The ideal candidate will have 3-5+ years of experience in ITSM or IT Operations.

Responsibilities

Manage and coordinate the Incident, Problem, and Change Management lifecycle.
Handle L2 escalations for incidents and service requests.
Lead Major Incident coordination and service restoration activities.
Perform Root Cause Analysis (RCA) and track corrective actions.
Coordinate Change Advisory Board (CAB) reviews and change approvals.
Monitor SLA, KPI, and operational performance metrics.
Ensure ITIL process compliance and governance.
Drive continual service improvement initiatives.
Prepare reports, dashboards, and management updates.
Collaborate with technical teams, service owners, and business stakeholders.

Requirements

Strong knowledge of ITIL Incident, Problem, Change, and Major Incident Management.
Experience with ServiceNow or other ITSM platforms.
RCA, trend analysis, and problem-solving skills.
CAB management and change governance experience.
SLA/KPI reporting and service management knowledge.
Excellent stakeholder communication and coordination skills.
Ability to work in a global support environment.

Desired Qualifications

ITIL Foundation / ITIL 4
ServiceNow ITSM (preferred)
SIAM or IT Service Management certifications (optional)

Benefits

Supercharge your potential at HCLTech.
Find your career.
Find your spark.
Work at a place that puts its people first.
Join a global technology company with over 230,000 employees across 60 countries.

Skills

ServiceNowITIL

#ITSM#ServiceNow#ITIL#Incident Management#Problem Management#Change Management#Major Incident Management#Root Cause Analysis#SLA#KPI

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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