Senior Administrator - ServiceNow, IT Service Management

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

In short

The Senior Administrator - ServiceNow, IT Service Management role is responsible for enhancing operational efficiency through automation tools, focusing on asset management and ITIL processes. Key duties include supporting complex incidents, managing the knowledge base, and collaborating with cross-functional teams to ensure seamless operations and a robust security posture.

Responsibilities

Adhere to quality standards and regulatory requirements while executing ServiceNow functional consulting tasks, ensuring compliance with company policies.
Provide support for complex incidents by performing root cause analysis and implementing effective solutions to resolve technical and security issues within the ServiceNow platform.
Engage in value-adding activities such as updating and managing the Knowledge Base, training new team members, and coaching analysts on best practices in ITIL and ITSM frameworks.
Resolve complex tickets within agreed SLAs by collaborating with cross-functional support teams, ensuring seamless operations and maintaining a robust security posture.
Enhance customer experience and CSAT by focusing on first call resolution, minimizing rejected resolutions and reopened cases, 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

Opportunity to supercharge your potential and find your career and spark.
Work at a place that prioritizes its people.
Consolidated revenues of HCLTech as of 12 months ending September 2026 totaled $14.8 billion.

Skills

ServiceNowITILITSMIncident ManagementProblem ManagementService Request Management

#IT Service Management#ServiceNow#Automation#ITIL#ITSM

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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