SME - ServiceNow, IT Service Management

Technology, Data & Digital · Software & Web Development · Software Engineering · Data Analysis

In short

The Tools & Automation Engineer is responsible for enhancing operational efficiency through the development and maintenance of automation tools, focusing on asset management and ITIL processes. This role requires proficiency in ServiceNow, ITIL, ITSM principles, and key ITIL processes like incident, change, and problem management.

Responsibilities

Ensure timely resolution and quality compliance of escalated tickets and incidents by applying ITIL best practices and leveraging ServiceNow functionalities to meet agreed SLAs.
Mentor team members and administrators by preparing Standard Operating Procedures (SOPs), maintaining effective documentation, and facilitating knowledge sharing to enhance team performance and service delivery.
Validate change order implementation plans and ensure human error compliance while actively participating in capacity planning discussions for process improvements.
Foster positive customer relationships by participating in meetings to understand issues, gather feedback, and drive solutions that enhance customer satisfaction.
Validate and present analyses such as Root Cause Analysis and Trend Analysis to key business stakeholders, facilitating informed decision-making and performance improvements.

Requirements

Proficient in ServiceNow functional consulting with a strong understanding of ITIL and IT Service Management (ITSM) principles.
In-depth knowledge of Incident Management, Change Management, and Problem Management processes.
Strong analytical and problem-solving skills with the ability to conduct comprehensive data analyses.
Excellent communication and presentation skills for effective stakeholder engagement.

Desired Qualifications

ITIL Foundation Certification (Optional but valuable).
ServiceNow Certified Implementation Specialist (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.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

ServiceNowITILITSMIncident ManagementChange ManagementProblem ManagementData Analysis

#IT Service Management#ServiceNow#ITIL#Automation#Incident Management#Change Management#Problem 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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