Senior ServiceNow ITSM Admin & Automation Lead

HCL Technologies Limited; Hinoba-an; On-site; PHP 792,000 - 1,187,000; Full time

Job summary

HCLTech is seeking an experienced Senior Administrator for ServiceNow IT Service Management to enhance operational efficiency through automation and asset management. The role focuses on ITIL/ITSM processes, aligning solutions with organizational quality and cost standards, and delivering high-quality code and support for client projects.

The engineer will collaborate across teams to respond to client requests, manage incidents, and continuously improve knowledge bases while maintaining strong

Qualifications

• Advanced proficiency in ServiceNow functional consulting with ITIL/ITSM knowledge.
• In-depth knowledge of incident, problem, and service request processes in ServiceNow.
• Strong analytical and troubleshooting skills with root cause analysis.

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 contact resolution, minimizing rejected resolutions and reopened cases, and proactively mitigating security threats.

Skills

ServiceNow consulting

ITIL/ITSM

Incident/Problem/Service Request

Communication skills

Job description

HCLTech is seeking an experienced Senior Administrator for ServiceNow IT Service Management to enhance operational efficiency through automation and asset management. The role focuses on ITIL/ITSM processes, aligning solutions with organizational quality and cost standards, and delivering high-quality code and support for client projects.

The engineer will collaborate across teams to respond to client requests, manage incidents, and continuously improve knowledge bases while maintaining strong