SeniorAdministrator - Process Management, ServiceNow

HCL Technologies Limited; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

HCL Technologies Limited in India is seeking a Senior Administrator for Process Management and ServiceNow. The role emphasizes automation tool development and maintenance, asset management, and alignment with ITIL standards to improve service quality and cost efficiency.

You will collaborate with teams, enhance knowledge resources, and mentor new staff. The position focuses on delivering reliable ITIL-compliant solutions, handling complex incidents, and maintaining service excellence through

Qualifications

• Strong ITIL process management and governance expertise.
• Solid understanding of ServiceNow administration and support.
• Familiarity with incident, problem, and change management tools.

Responsibilities

• Provide advanced technical support by conducting root cause analysis of complex incidents and implementing solutions to resolve technical and security issues in ITIL and process management frameworks.
• Collaborate with support teams to resolve complex tickets within SLAs, ensuring seamless operations and robust security posture.
• Manage and update the knowledge base, contributing to documentation and sharing best practices to improve team efficiency and service delivery.
• Train and coach analysts and new team members on tools and processes to enhance team performance and knowledge sharing.
• Ensure a positive customer experience by achieving first call resolution and minimizing case reopens while addressing security threats proactively.

Skills

Process management

ITIL practices

ServiceNow administration

Education

ITIL Foundation Certification

ServiceNow Certified Administrator

BMC Remedy Certification

CA Service Desk Certification

Tools

ServiceNow

BMC Remedy

CA Service Desk

Avanti

Job description

SeniorAdministrator - Process Management, ServiceNow SeniorAdministrator - Process Management, ServiceNow India Job Description SeniorAdministrator - Process Management, ServiceNow Others, Maharashtra

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

• Provide Advanced Technical Support By Conducting Thorough Root Cause Analysis Of Complex Incidents And Implementing Solutions To Resolve Technical And Security Issues In Itil And Process Management Frameworks.
• Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
• Manage And Update The Knowledge Base, Contributing To Documentation And Sharing Of Best Practices To Improve Team Efficiency And Service Delivery.
• Train And Coach Analysts And New Team Members On Tools And Processes To Enhance Team Performance And Knowledge Sharing.
• Ensure A Positive Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens While Addressing Security Threats Proactively.

Skill Requirements

• Proficient In Process Management And Itil Practices.
• Strong Understanding Of Servicenow (Snow) Administration And Support.
• Familiarity With Bmc Remedy And Ca Service Desk Tools.
• Experience With Avanti For It Service Management Tasks.
• Excellent Problem-Solving And Analytical Skills.

Other Requirements

• Itil Foundation Certification Is Required.
• Optional But Valuable Certifications Include Servicenow Certified Administrator, Bmc Remedy Certification, Or Ca Service Desk Certification

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.