The Job

Administrator - Process Consulting, ServiceNow

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

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I korthet

HCLTech is seeking an Administrator for Process Consulting, ServiceNow in Gautam Buddha Nagar, Uttar Pradesh, India. This role focuses on enhancing operational efficiency through the development and maintenance of automation tools, with a specific emphasis on asset management and ITIL processes. The ideal candidate will provide technical support, conduct root cause analysis, and ensure adherence to service level agreements.

Ansvarsområden

  • Provide technical support and solutions using Process Consulting and ITIL practices.
  • Independently resolve tickets, ensuring adherence to SLAs for ticket volume and resolution time.
  • Conduct root cause analysis on escalated issues using BMC Remedy and CA Service Desk tools.
  • Update and manage the knowledge base, train new team members, and coach analysts on best practices.
  • Monitor and evaluate service performance metrics to ensure high customer satisfaction.
  • Ensure compliance with quality standards, regulatory requirements, and company policies.
  • Provide on-call support during escalations.

Krav

  • Proficient in Process Consulting and ITIL methodologies.
  • Familiarity with ITSM tools such as Snow, BMC Remedy, and CA Service Desk.
  • Solid knowledge of incident management and ticketing processes.
  • Strong analytical skills for root cause analysis and problem-solving.
  • Good communication skills for effective customer interaction and team collaboration.

Önskade kvalifikationer

  • ITIL Foundation Certification is recommended but not mandatory.

Förmåner

  • 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.
#ServiceNow#Process Consulting#ITIL#ITSM#BMC Remedy#CA Service Desk#Incident Management#Ticketing#Root Cause Analysis#Problem Solving#Customer Satisfaction#On-Call Support#Technical Support
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Gautam Buddha Nagar, India

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