Senior Administrator - ServiceNow, IT Service Management

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Database Administration · Software Engineering

In short

The Senior Administrator - ServiceNow, IT Service Management role focuses on enhancing operational efficiency through automation tools for asset management and ITIL processes. Responsibilities include adhering to quality standards, supporting complex incidents, managing the knowledge base, and collaborating with cross-functional teams to ensure seamless operations and customer satisfaction.

Responsibilities

Adhere to quality standards and regulatory requirements while executing ServiceNow functional consulting tasks.
Provide support for complex incidents by performing root cause analysis and implementing effective solutions within the ServiceNow platform.
Update and manage the knowledge base, train new team members, and coach analysts on best practices in ITIL and ITSM frameworks.
Resolve complex tickets within agreed SLAs by collaborating with cross-functional support teams.
Enhance customer experience and Csat by focusing on first call resolution and proactively mitigating security threats.

Requirements

Advanced proficiency in ServiceNow functional consulting with a strong understanding of ITIL and ITSM principles.
In-depth knowledge of Incident Management, Problem Management, and Service Request processes within ServiceNow.
Excellent analytical and troubleshooting skills, with the ability to perform root cause analysis and implement effective solutions.
Strong communication and interpersonal skills for effective collaboration and customer interaction.

Desired Qualifications

ITIL Foundation Certification is optional but valuable.
ServiceNow Certified System Administrator Certification is optional but valuable.

Benefits

Find your career and spark at HCLTech.
Be part of a global technology company with over 230,000 people across 60 countries.
Work with clients across all major verticals, including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Skills

ServiceNowITILITSMIncident ManagementProblem ManagementService Request Management

#IT Service Management#ServiceNow#ITIL#Automation

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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