Senior Administrator - ServiceNow, IT Service Management

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

In short

The Senior Administrator - ServiceNow, IT Service Management role focuses on enhancing operational efficiency through the development and maintenance of automation tools within ServiceNow, adhering to ITIL and ITSM principles. Responsibilities include managing incidents, problem resolution, service requests, and enhancing customer satisfaction through proactive support and effective solutions.

Responsibilities

Execute ServiceNow functional consulting tasks adhering to quality standards and regulatory requirements.
Provide support for complex incidents, performing root cause analysis and implementing solutions on the ServiceNow platform.
Update and manage the Knowledge Base, train new team members, and coach analysts on ITIL and ITSM best practices.
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 mitigating security threats.

Requirements

Advanced proficiency in ServiceNow functional consulting.
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.
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

Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

ServiceNowITILITSMIncident ManagementProblem ManagementService Request Management

#ServiceNow#ITSM#ITIL#Incident Management#Problem Management#Service Request 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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