The Job

Tower Lead - ServiceNow, IT Service Management

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

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I korthet

The Tower Lead will drive efficiency and effectiveness by implementing ITIL best practices in ServiceNow. This role involves overseeing responsibilities, managing escalations, and ensuring adherence to SLAs and SOWs. The lead will also focus on enhancing customer satisfaction through continuous improvement and leveraging automation tools for profit improvement.

Ansvarsområden

  • Drive Tower-Level Efficiency and Effectiveness (EE & EN) Revenue through strategic implementation of ITIL best practices in ServiceNow.
  • Oversee and ensure closure of all responsibilities, tasks, and escalations in compliance with agreed Service Level Agreements (SLAs), maintaining operational excellence.
  • Validate reports and maintain operational hygiene by utilizing ServiceNow tools to ensure adherence to the Statement of Work (SOW) and delivery of services.
  • Enhance customer satisfaction by developing and implementing innovative frameworks and initiatives focused on continuous improvement in service delivery.
  • Lead the implementation of the Profit Improvement Plan (PIP) by leveraging automation tools and self-driven initiatives to optimize operational efficiency.

Krav

  • In-depth knowledge of ServiceNow functional consulting with a strong understanding of ITIL and ITSM frameworks.
  • Solid expertise in process optimization and operational management within ServiceNow environments.
  • Excellent problem-solving skills and the ability to manage escalations effectively.
  • Strong communication and interpersonal skills to foster positive customer relationships and team collaboration.

Önskade kvalifikationer

  • ITIL Certification (Recommended).
  • ServiceNow Certified Implementation Specialist (Optional but valuable).

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark.
  • A place that puts its people first.
#ServiceNow#IT Service Management#ITIL#ITSM#Automation
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Chennai, India

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