SME - Asset Management, ServiceNow

HCL Technologies Limited; Frisco (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

HCLTech in Frisco, Texas is seeking a Tools & Automation Engineer to develop and maintain automation tools, focusing on asset management and ITIL-aligned solutions to enhance operational efficiency. You will collaborate with project teams to deliver quality code, support existing initiatives, and respond to client requests.

A strong background in asset management, ITIL, and ServiceNow is essential. The role offers opportunities to mentor colleagues, document processes, and contribute to capacity

Qualifications

• Strong knowledge of asset management and ITIL best practices.
• Proficient with ServiceNow, BMC Remedy, CA Service Desk Manager, and Avanti tools.
• Strong analytical abilities for root-cause and trend analysis.
• Excellent communication and stakeholder presentation skills.
• Familiarity with documentation standards and process improvement.

Responsibilities

• Ensure on-time resolution and quality compliance of escalated tickets and incidents using asset management and ITIL frameworks, adhering to SLAs.
• Mentor team members while preparing SOPs and maintaining documentation to enhance efficiency.
• Validate change order plans and participate in capacity planning for resource optimization.
• Engage in customer meetings, identify challenges, and propose effective solutions.
• Perform root-cause and trend analyses to validate reports and drive performance improvements.

Skills

Asset management

ITIL best practices

ServiceNow

BMC Remedy

CA Service Desk Manager

Avanti Tools

Analytical skills

Communication skills

Documentation standards

Tools

ServiceNow

BMC Remedy

CA Service Desk Manager

Avanti Tools

Job description

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

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents Using Asset Management And Itil Frameworks, Adhering To The Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures And Maintaining Effective Documentation, Enhancing Operational Efficiency And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Human Error Compliance, While Actively Participating In Capacity Planning To Ensure Resource Optimization.
4. Facilitate Positive Customer Feedback And Satisfaction By Actively Engaging In Customer Meetings, Identifying Challenges, And Proposing Effective Solutions.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, To Validate Reports And Facilitate Performance Improvements, Presenting Findings To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Asset Management And Itil Best Practices
2. Proficient In Servicenow, Bmc Remedy, Ca Service Desk Manager, And Avanti Tools
3. Strong Analytical Skills To Perform Root Cause And Trend Analysis
4. Excellent Communication And Presentation Skills For Stakeholder Engagement
5. Familiarity With Documentation Standards And Process Improvement Methodologies

Other Requirements

1. Itil Foundation Certification Is Recommended
2. Servicenow Administration Certification Is Optional But Valuabl

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.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies:

• medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year