Subject Matter Expert (Tools&Automation)

HCL Technologies Limited; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

HCL Technologies Limited in Banglore, Karnataka seeks a Subject Matter Expert (Tools & Automation) to lead the CMDB program across infrastructure, applications, cloud, and network domains. You will maintain and improve CI data quality, enforce data standards, and collaborate with ITSM teams to support incident, problem, change, and release management.

You will drive discovery and data ingest using ServiceNow Discovery, SCCM, Tanium, JAMF, and cloud discovery tools, build end-to-end service maps,

Qualifications

• Maintain and update Configuration Items (CIs) and their attributes across infrastructure, applications, cloud, and network components.
• Collaborate with Incident, Problem, Change, Release, and Asset Management teams to ensure CI data supports ITSM workflows.
• Validate CI relationships for accurate impact analysis during Change Management.

Responsibilities

• To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
• To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
• To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
• To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
• To validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skills

CMDB management

ITSM

Stakeholder communication

Data governance

Tools

ServiceNow Discovery

SCCM

Tanium

JAMF

Cloud discovery

Job description

Subject Matter Expert (Tools&Automation) Banglore, Karnataka

Job Summary

• Maintain and update Configuration Items (CIs) and their attributes across infrastructure, applications, cloud, and network components.
• Ensure data accuracy, completeness, and consistency across all CI classes.
• Manage and optimize CI lifecycle processes (creation, update, retirement).
• Collaborate with Incident, Problem, Change, Release, and Asset Management teams to ensure CI data supports ITSM workflows.
• Validate CI relationships for accurate impact analysis during Change Management.
• Support Service Operations by providing CI data needed for troubleshooting and root cause analysis.
• Perform regular CMDB audits, gap analysis, and reconciliation activities.
• Define and enforce CMDB policies, naming conventions, CI class models, and data standards.
• Develop and track CMDB KPIs such as completeness, accuracy, compliance, and reconciliation success rates.
• Work with discovery tools (ServiceNow Discovery, SCCM, Tanium, JAMF, cloud discovery, etc.) to automate data ingest.
• Configure discovery schedules, patterns, probes, and classifiers (if ServiceNow-based).
• Reconcile discovered data with existing CIs and resolve duplication or mismatches.
• Build and maintain application, business, and service maps to support end-to-end visibility.
• Identify technical dependencies between infrastructure and business services.
• Partner with application owners, infrastructure teams, and network teams to validate CI relationships.
• Reporting & Documentation
• Create dashboards and reports highlighting CMDB health, compliance, and data quality trend metrics.
• Maintain documentation for CMDB processes, workflows, roles, and responsibilities.
• Conduct training and awareness sessions for CI owners and IT teams.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

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.

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