Senior Administrator - ServiceNow, IT Service Management

HCLTech; Greater Noida; On-site; INR 600,000 - 1,000,000; Full time

Job summary

HCL Technologies Limited in India is seeking a skilled Servicenow Functional Consultant to drive incident, problem and service request processes within the Servicenow platform.

You will ensure compliance with ITIL and ITSM standards, perform root cause analyses, and implement effective solutions to safeguard security posture.

The role involves updating the knowledge base, training team members, coaching analysts, and delivering high CSAT through first contact resolution.

Qualifications

• Proven expertise in Servicenow functional consulting with ITIL/ITSM.
• Strong incident, problem, and service request management knowledge.
• Excellent analytical, troubleshooting, and root-cause analysis skills.
• Effective communication and stakeholder collaboration.

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.

Skills

Servicenow Functional Consulting

ITIL & ITSM

Incident Management

Analytical & Troubleshooting

Tools

Servicenow Platform

Job description

Requisition ID190096-Posted11/05/2026

Key Responsibilities

• 1. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
• 2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
• 3. 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.
• 4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
• 5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

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

Other Requirements

• 1. Itil Foundation Certification Is Optional But Valuable.
• 2. Servicenow Certified System Administrator Certification Is Optional But Valuable