The Job

Administrator - Problem Management, ServiceNow

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling

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I korthet

The Administrator - Problem Management, ServiceNow role involves utilizing ITIL frameworks and problem management methodologies to resolve tickets and provide on-call support. Responsibilities include root cause analysis, knowledge base management, and training, ensuring high-quality service delivery and adherence to SLAs.

Ansvarsområden

  • Utilize ITIL frameworks and Problem Management methodologies to resolve tickets, ensuring adherence to SLAs for ticket volume and resolution time.
  • Provide on-call support for escalated incidents, conducting root cause analyses and implementing solutions.
  • Update and manage the knowledge base, deliver training sessions for new employees, and coach analysts.
  • Monitor and ensure positive customer experiences by aiming for first call resolution and minimizing rejected resolutions and reopened cases.
  • Adhere to quality standards, regulatory requirements, and company policies in all operational processes.

Krav

  • Strong understanding of ITIL principles and Problem Management practices.
  • Proficiency in using ServiceNow (Snow), BMC Remedy, CA Service Desk, and Avanti for incident management.
  • Excellent analytical and troubleshooting skills to conduct root cause analysis.
  • Ability to manage and prioritize multiple tasks while maintaining high-quality standards.
  • ITIL Foundation Certification is required.

Önskade kvalifikationer

  • Additional ITIL certifications (e.g., ITIL Practitioner, ITIL Intermediate) are optional but valuable.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • Be part of a global technology company with a strong focus on people.
  • Work with clients across major verticals.
#Problem Management#ServiceNow#ITIL#Gautam Buddha Nagar#Uttar Pradesh#India#Administrator
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Gautam Buddha Nagar, India

Kvalifikation

Yrkeshögskola

Sökande

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