Senior Administrator - Asset Management, ServiceNow
Technology, Data & Digital · Software & Web Development · Software Engineering · Business Analysis · IT Support
In short
As a Senior Administrator for Asset Management and ServiceNow, you will provide advanced technical support for ITIL processes, diagnose and resolve complex incidents using ServiceNow and BMC Remedy, and perform root cause analysis. This role emphasizes enhancing customer satisfaction and driving value-added initiatives through knowledge management and team coaching.
Responsibilities
- Provide advanced technical support for Asset Management and ITIL processes, diagnosing and resolving complex incidents using ServiceNow and BMC Remedy.
- Perform root cause analysis on escalated incidents and implement corrective actions.
- Update and manage knowledge base articles, and provide training and coaching to junior analysts.
- Resolve complex tickets within defined SLAs by collaborating with cross-functional support teams.
- Enhance customer experience and satisfaction (CSAT) by achieving first call resolution and proactively addressing potential security threats.
Requirements
- Proficient in Asset Management and ITIL methodologies.
- Strong experience with ServiceNow, BMC Remedy, CA Service Desk Manager, and Avanti.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Solid understanding of incident management processes and customer service principles.
Desired Qualifications
- ITIL Foundation Certification is recommended.
- ServiceNow Certified Administrator is optional but valuable.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
#ITSM#Asset Management#ServiceNow Administration#ITIL#Troubleshooting#Incident Management
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Bengaluru, India
Applicants
Be an early applicant