Administrator - Process Management, ServiceNow
About this role
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
1. Manage And Optimize It Service Processes By Applying Itil Frameworks And Utilizing Tools Such As Bmc Remedy, Ca Service Desk, And Snow To Ensure Efficient Ticket Resolution And Adherence To Quality Standards.
2. Provide On-Call Support For Escalated Incidents, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Issues, Contributing To Continuous Service Improvement.
3. Develop And Maintain A Knowledge Base By Documenting Solutions And Best Practices, Facilitating Knowledge Sharing And Training Sessions For New Team Members And Analysts.
4. Resolve Tickets Independently Within The Agreed Sla, Ensuring Prompt Responses And Effective Solutions To Meet Service Delivery Expectations.
5. Enhance Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens, Thereby Driving Positive Customer Feedback And Improving Csat Scores.
2. Provide On-Call Support For Escalated Incidents, Conducting Thorough Root Cause Analysis To Identify And Resolve Underlying Issues, Contributing To Continuous Service Improvement.
3. Develop And Maintain A Knowledge Base By Documenting Solutions And Best Practices, Facilitating Knowledge Sharing And Training Sessions For New Team Members And Analysts.
4. Resolve Tickets Independently Within The Agreed Sla, Ensuring Prompt Responses And Effective Solutions To Meet Service Delivery Expectations.
5. Enhance Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens, Thereby Driving Positive Customer Feedback And Improving Csat Scores.
Skill Requirements
1. Proficient In Itil Practices And Process Management.
2. Strong Knowledge Of Ticketing Systems Such As Bmc Remedy, Ca Service Desk, And Snow.
3. Excellent Analytical Skills For Effective Root Cause Analysis.
4. Good Communication And Interpersonal Skills For Customer Interaction And Team Collaboration.
2. Strong Knowledge Of Ticketing Systems Such As Bmc Remedy, Ca Service Desk, And Snow.
3. Excellent Analytical Skills For Effective Root Cause Analysis.
4. Good Communication And Interpersonal Skills For Customer Interaction And Team Collaboration.
Other Requirements
1. Itil Foundation Certification Is Recommended But Not Mandatory
Frequently Asked Questions
Is the salary disclosed for the Administrator - Process Management, ServiceNow position at HCLTech?
The salary for this Administrator - Process Management, ServiceNow role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Administrator - Process Management, ServiceNow position at HCLTech located?
This Administrator - Process Management, ServiceNow role at HCLTech is based in Gautam Buddha Nagar, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Administrator - Process Management, ServiceNow position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Administrator - Process Management, ServiceNow job at HCLTech posted?
This Administrator - Process Management, ServiceNow position at HCLTech was posted on Sep 7, 2026. Apply as soon as possible — early applications are often reviewed first.
Administrator - Process Management, ServiceNow
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.