Senior Administrator - Asset Management, ServiceNow
Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support
In short
The Senior Administrator role focuses on asset management and ITIL processes using ServiceNow. Responsibilities include providing advanced technical support, diagnosing and resolving complex incidents, performing root cause analysis, and enhancing customer experience. This position requires strong experience with ServiceNow, BMC Remedy, CA Service Desk Manager, and Avanti, along with proficiency in ITIL methodologies.
Responsibilities
- Provide advanced technical support for Asset Management and ITIL processes by diagnosing and resolving complex incidents using ServiceNow and BMC Remedy.
- Perform root cause analysis on escalated incidents, implementing corrective actions to address technical and security issues.
- 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 by achieving first call resolution and minimizing rejected resolutions or reopened cases.
- Proactively address 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 at HCLTech.
- Find your career at HCLTech.
- Find your spark at HCLTech.
- A place that knows that helping its customers stay on top starts by putting its people first.
#ITIL#ServiceNow#Asset Management#Administrator
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Noida, India
Applicants
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