Senior Administrator - ServiceNow, IT Service Management

Technology, Data & Digital · IT Infrastructure & Security · Database Administration

Smart Summary

AI-generated overview of this position

HCLTech is seeking a Senior Administrator for ServiceNow and IT Service Management in Madurai, Tamil Nadu. This role involves resolving complex technical issues, managing escalated incidents, and performing root cause analysis to ensure service restoration and minimize downtime. The ideal candidate will have 2-5 years of experience, a Bachelor's degree in a relevant field, and a strong understanding of ITIL best practices.

Job Summary

An IT Service Management (ITSM) Level 2 (L2) professional resolves complex technical issues and manages escalated incidents that cannot be fixed by L1 support. They act as the crucial bridge between end-users, core infrastructure, and engineering teams to minimize downtime and restore services

Key Responsibilities

Incident Management: Handle advanced technical escalations, ensuring tickets are resolved within Service Level Agreements (SLAs).

• System Troubleshooting: Diagnose and repair software, hardware, network, and application issues using Active Directory, Microsoft 365, and remote access tools,

• Problem Management: Perform root cause analysis (RCA) to identify and permanently fix recurring issues instead of just applying workarounds

• Ticketing & Reporting: Document resolutions, update asset management databases, and track KPIs (like Mean Time to Resolution) in ticketing platforms like ServiceNow.

• Cross-Functional Coordination: Collaborate with L3 support, development, and vendor teams for high-impact or backend system outages.

• Access & Deployment: Manage onboarding/offboarding, user account provisioning, and software deployments.

• Experience: Typically 2 to 5 years of hands-on IT technical support or IT operations experience.

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.

• Framework Knowledge: Strong understanding of ITIL best practices (Incident, Problem, and Change Management).

• Soft Skills: Excellent crisis management, written/verbal communication, and analytical problem-solving skills

Skill Requirements

Ticketing Systems: ServiceNow

Other Requirements

Change and Problem Manager

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