SeniorAdministrator - Incident Management, ServiceNow

HCL Technologies Limited; Paris; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

HCL Technologies Limited in Paris seeks a Senior Administrator - Incident Management to oversee ServiceNow-driven incident handling and ITIL-aligned processes. You will manage complex incidents, strive for first-time resolution, and contribute to the knowledge base to uplift service quality.

The role emphasizes automation, asset management, and compliance, delivering high-quality code and supporting client requests within a global IT services framework.

Qualifications

• Experience in incident management processes and ITIL.
• Proficient with ServiceNow, BMC Remedy, and CA Service Desk.
• Strong troubleshooting skills and root cause analysis.
• Understanding of security protocols related to incident management.
• Certifications like ITIL Foundation valuable.

Responsabilités

• Provide advanced technical support respecting quality standards and regulatory requirements in incident management.
• Support complex incidents escalated by analysts with root cause analysis and ITIL-based solutions.
• Lead activities like updating the knowledge base, training new team members, and coaching analysts.
• Resolve complex service tickets within SLAs, coordinating with cross-functional teams for seamless operations.
• Drive CSAT by achieving first call resolution and proactive security threat mitigation.

Connaissances

Incident Management

ITIL Frameworks

ServiceNow

BMC Remedy

CA Service Desk

Troubleshooting

Security Practices

Formation

ITIL Foundation Certification

ServiceNow Administration Certification

Outils

ServiceNow

BMC Remedy

CA Service Desk

Description du poste

SeniorAdministrator - Incident Management, ServiceNow SeniorAdministrator - Incident Management, ServiceNow France Job Description SeniorAdministrator - Incident Management, ServiceNow Paris, Île-de-France

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Provide Advanced Technical Support By Adhering To Quality Standards And Regulatory Requirements, Ensuring Compliance With Company Policies In Incident Management Processes.
2. Support Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Best Practices And Tools Like Servicenow And Bmc Remedy.
3. Lead Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Service Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And A Robust Security Posture.
5. Drive Customer Satisfaction And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopens, While Proactively Mitigating Potential Security Threats.

Skill Requirements

1. In-Depth Knowledge Of Incident Management Processes And Itil Frameworks.
2. Proficient In Using Servicenow, Bmc Remedy, And Ca Service Desk For Incident Tracking And Resolution.
3. Solid Understanding Of Troubleshooting Techniques And Root Cause Analysis Methodologies.
4. Familiarity With Security Protocols And Practices Related To Incident Management.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Certifications In Servicenow Administration Or Bmc Remedy Administration Are Recommended.

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.