Senior Administrator - Process Management, ServiceNow

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

In short

The L2 IT Service Management role coordinates Incident, Problem, Change, and Major Incident Management activities in a global support environment, ensuring ITIL process compliance and driving continual service improvement. The role involves handling escalations, supporting service restoration, performing Root Cause Analysis, and collaborating with various stakeholders.

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 and your spark.
A place that knows that helping its customers stay on top starts by putting its people first.
Global technology company with over 230,000 people across 60 countries.
Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
Work with clients across all major verticals.

Skills

ServiceNowITILIncident ManagementProblem ManagementChange ManagementMajor Incident ManagementRoot Cause AnalysisSLA ManagementKPI Reporting

#ITSM#ServiceNow#ITIL#Incident Management#Problem Management#Change Management#Process Management

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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