SENIOR SPECIALIST

HCL Technologies; Paris; Sur place; EUR 45 000 - 70 000; Plein temps

Résumé du poste

HCL Technologies is seeking a Sr Administrator for Tools & Automation to deliver advanced technical support for Change Management processes. This position is crucial for enhancing operational efficiency and ensuring compliance, requiring strong ITIL knowledge and proficiency in service management tools. Join us in supercharging progress through innovation and problem-solving.

Qualifications

• Advanced knowledge of ITIL frameworks essential.
• Strong proficiency in ServiceNow and BMC Remedy.
• Skilled in troubleshooting and root cause analysis.

Responsabilités

• Provide advanced technical support for Change Management processes.
• Collaborate with teams to resolve complex incidents within SLAs.
• Manage knowledge base updates and conduct training for new hires.

Connaissances

Advanced Knowledge of Change Management Principles

Proficiency in IT Service Management Tools

Strong Analytical Skills

Excellent Communication Skills

Formation

ITIL Foundation Certification

Additional ITIL Certifications

Outils

ServiceNow

BMC Remedy

CA Service Desk

Description du poste

No. of Positions

1

Job Description (Posting).

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SrAdmin-ChangeMgmt,ITIL,SNOWAdmin/Supp

Job Summary
The Sr Administrator for Tools & Automation plays a critical role in delivering advanced technical support and troubleshooting for Change Management processes. This position is essential for ensuring high-quality customer service, enhancing operational efficiency, and maintaining compliance with regulatory standards. (1.) Key Responsibilities
1. Provide Advanced Technical Support For Complex Incidents Related To Change Management And Itil Processes, Performing Root Cause Analysis And Implementing Effective Solutions Using Bmc Remedy And Ca Service Desk.
2. Collaborate With Cross-Functional Teams To Resolve Escalated Issues Within Agreed Slas, Ensuring Seamless Operations And Maintaining Security Posture In Line With Itil Best Practices.
3. Manage And Update The Knowledge Base, Ensuring Documentation Is Current And Accessible, While Conducting Training Sessions For New Hires And Coaching Analysts On Tools And Automation Processes.
4. Resolve Complex Tickets Effectively, Minimizing Rejected Resolutions And Re-Open Cases, While Focusing On First Call Resolution As A Key Metric For Customer Satisfaction (Csat).
5. Adhere To Quality Standards And Regulatory Requirements, Promoting Company Policies And Best Practices Within The Team To Foster A Culture Of Continuous Improvement.

Skill Requirements
1. Advanced Knowledge Of Change Management Principles And Itil Framework.
2. Proficiency In Using It Service Management Tools Such As Servicenow, Bmc Remedy, And Ca Service Desk.
3. Strong Analytical Skills For Troubleshooting And Root Cause Analysis.
4. Excellent Communication Skills For Customer Interactions And Team Collaboration.

Certification
1. Itil Foundation Certification Is Mandatory.
2. Additional Itil Certifications (E.G., Itil Practitioner) Are Optional But Valuable.

Employee Group

Business Line FT

Entity

INFRA

Auto req ID

1590092BR

Expected Date of Closure

07-Oct-2025

Reporting Manager Designation

General Manager

Skill (Primary)

Cloud Services-Processes-IT Process Engineering

Skill Level 3 (Secondary Skill 1)

Cloud Services-SERVICENOW-FUNCTIONAL CONSULTANT

Skill Level 3 (Secondary Skill 2)

Cloud Services-Platform Engineering-ITSM Platform

Skill Level 3 (Secondary Skill 3)

Cloud Services-Platform Engineering-ITSM Platform

Skill Level 3 (Secondary Skill 4)

Cloud Services-Platform Engineering-ITSM Platform

Skill Level 3 (Secondary Skill 5)

Cloud Services-Platform Engineering-ITSM Platform