Incident Manager - Servicenow

Hcltech; Mos; Presencial; EUR 55.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Certification support

Leadership training

Descripción de la vacante

HCLTech busca un Especialista en ServiceNow Incident Management para garantizar una entrega de servicios IT sin interrupciones. Administrarás y optimizarás la plataforma ServiceNow, gestionando incidentes y procesos ITIL, con foco en SLA y mejora continua.

Trabajarás con equipos globales, desarrollarás flujos de trabajo y scripts, y proporcionarás formación y soporte a usuarios. Se valorará certificación CSA y experiencia en integraciones con otras herramientas ITSM.

Formación

• Licenciatura en Informática o campo relacionado.
• Experiencia práctica en la administración y desarrollo de ServiceNow.
• Familiaridad con procesos ITIL, especialmente Incident Management.
• Certificación ServiceNow CSA o superior.
• Conocimientos de JavaScript dentro de ServiceNow.
• Excelentes habilidades de resolución de problemas y comunicación.
• Capacidad de trabajar en un entorno global y colaborativo.

Responsabilidades

• Gestionar el ciclo de vida de incidentes en ServiceNow y cumplir SLAs.
• Configurar y administrar ServiceNow para incident management e ITIL.
• Desarrollar y mantener flujos de trabajo, reglas de negocio y scripts.
• Colaborar con equipos de IT para identificar mejoras y buenas prácticas.
• Proporcionar formación y soporte a usuarios y equipos técnicos.
• Monitorear rendimiento de la plataforma, generar informes y proponer soluciones proactivas.
• Participar en actualizaciones e integraciones de la plataforma.
• Garantizar el cumplimiento de políticas de seguridad y gobernanza de datos.

Conocimientos

ServiceNow administration

ITIL incident management

JavaScript scripting

CSA certification

Problem solving

Team collaboration

Educación

Bachelor's degree in Computer Science or IT

Herramientas

ServiceNow

Descripción del empleo

Descripción del trabajo

HCLTech is a global leader in technology and IT services, renowned for delivering innovative digital transformation solutions to clients across diverse industries. With a presence in over 50 countries and a workforce exceeding 220,000 professionals, HCLTech is committed to driving excellence, fostering a culture of integrity and inclusivity, and consistently exceeding client expectations. Recognized for its pioneering approach and numerous industry accolades, HCLTech empowers organizations to achieve their business objectives through state-of-the-art technology and a collaborative spirit.

Overview of the RoleAs a ServiceNow Incident Management Specialist, you will play a pivotal role in ensuring seamless IT service delivery through the administration, development, and optimization of the ServiceNow platform. You will be responsible for managing incident lifecycles, implementing ITIL-aligned processes, and collaborating with cross-functional teams to drive operational excellence. Your expertise will directly impact the efficiency, reliability, and continuous improvement of IT services within the organization.

Detailed Responsibilities

• Oversee and manage the end-to-end ServiceNow Incident Management process, ensuring timely resolution and adherence to SLAs.
• Administer and configure the ServiceNow platform to support incident management and related ITIL processes.
• Develop, enhance, and maintain workflows, business rules, and automation scripts within ServiceNow.
• Collaborate with IT service teams and stakeholders to identify improvement opportunities and implement best practices for incident management.
• Provide training, guidance, and support to users and technical teams on ServiceNow functionalities and ITIL processes.
• Monitor platform performance, generate incident reports, and analyze trends to recommend proactive solutions.
• Participate in platform upgrades, integrations, and the development of new ServiceNow modules as required.
• Ensure compliance with security, risk, and data governance policies in all platform-related activities.

Skill Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven hands-on experience with ServiceNow platform administration and development.
• Strong understanding of ITIL processes, with a focus on Incident Management.
• ServiceNow Certified System Administrator (CSA) or higher-level certification.
• Experience with scripting languages such as JavaScript within ServiceNow.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work effectively in a fast-paced, global team environment.

Other Requirements (Optional)

• ITIL Foundation or higher-level ITIL certification.
• Experience integrating ServiceNow with other ITSM tools or enterprise applications.
• Knowledge of additional ITSM modules (e.G., Change, Problem, Asset Management).
• Prior experience in a multinational or large-scale enterprise environment.
• Familiarity with Agile or DevOps methodologies.

Career Development Opportunities

HCLTech is committed to fostering the professional growth of its employees through comprehensive learning and development programs, certification support, and leadership training. As a ServiceNow Incident Management Specialist, you will have pathways to advance into roles such as ServiceNow Solution Architect, ITSM Process Lead, or Platform Manager. You will also benefit from opportunities to participate in global projects, cross-functional assignments, and continuous upskilling initiatives, ensuring a dynamic and rewarding career trajectory within the organization.

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