Senior Administrator - ServiceNow, IT Service Management

HCL Technologies Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HCLTech in Bengaluru seeks a Senior Administrator for ServiceNow ITSM to manage incident, problem and service request processes, ensuring alignment with ITIL standards and cost controls.

You will contribute to knowledge base updates, train team members, and collaborate with cross-functional groups to resolve complex issues while maintaining a strong security posture and high CSAT.

Qualifications

• Advanced proficiency in ServiceNow functional consulting with ITIL/ITSM principles.
• Knowledge of incident, problem, and service request processes within ServiceNow.
• Strong analytical and troubleshooting skills including root cause analysis.
• Strong communication and interpersonal skills for collaboration and customer interaction.

Responsibilities

• Adhere to quality standards and regulatory requirements while executing ServiceNow functional consulting tasks.
• Provide support for complex incidents by performing root cause analysis and implementing effective solutions within the ServiceNow platform.
• Engage in updating and managing the knowledge base, training new team members, and coaching analysts on ITIL/ITSM best practices.
• Resolve complex tickets within SLAs by collaborating with cross-functional teams and maintaining a robust security posture.
• Enhance customer experience by focusing on first call resolution, minimizing rejected resolutions and reopened cases, and mitigating security threats.

Skills

ServiceNow

ITIL/ITSM

Incident Management

Problem Management

Communication

Job description

Senior Administrator - ServiceNow, IT Service Management

Bangalore, Karnataka

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

• Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
• Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
• Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.
• Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
• Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

• Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.
• In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.
• Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
• Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

• It il Foundation Certification Is Optional But Valuable.
• Servicenow Certified System Administrator Certification Is Optional But Valuable.

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 on 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 2026 totaled $14.8billion.