SeniorAdministrator - IT Operations Management, RESTful API, Angular

Job Summary

Scope of Services:

- Provide technical break-fix (incident) support for ITOM & ITSM modules of ServiceNow

- Fulfil enhancement requests for ITOM and ITSM modules of ServiceNow

Key Responsibilities

ServiceNow applications in-scope are:

1. IT Operations Management (ITOM)

• ServiceNow Discovery, associated plugins and integrations

• ServiceNow Event Management associated plugins and integrations

2. IT Service Management (ITSM)

• Incident Management, associated plugins and integrations

• Problem Management, associated plugins

• Change Management, associated plugins and integrations

• Configuration Management Database (“CMDB”), associated plugins and integrations

• Request Management and associated integrations

• Service Request catalogue

• Email notifications

• Customer Satisfaction (“CSAT”) surveys

3. Employee Center

Skill Requirements

Scope of Services excludes:

• Any development / enhancement work related to Artificial Intelligence (“AI”)

• Troubleshooting or development of new Service Maps

• Development of platform analytics reports and dashboard

Other Requirements

PROVIDER RESPONSIBILITIES (SPECIFIC TASKS)

As a part of this statement of work, HCL will perform break-fix and enhancement activities the following

activities on Avnet’s ServiceNow instances:

Below is a list of key activities that will be performed by HCL (list not exhaustive):

• Provide technical support for all incidents reported on ServiceNow’s ITOM & ITSM applications that are

currently deployed in Avnet.

• Build integrations using APIs and native ServiceNow connectors.

• Configure changes on ITSM items such as Incident management, Problem management, Change

management.

• Enhance and configure changes to Employee Center Portal module in ServiceNow.

• Configure and modify CSAT survey.

• Configure and modify of ServiceNow classic reports (excluding platform analytics reports).

• Configure and modify the Service Level Agreement (“SLA”) in ServiceNow tool as per approved

requirements.

• Configure on-going changes to CMDB and Asset Management application configurations.

• Configure and remediate issues from the Discovery module.

• Configure and calibrate Identification Reconciliation Engine (“IRE”) rules for CMDB.

• Configure of new correlation and suppression rules on ServiceNow ITOM event management

applications.

• Develop any new Service Request including development of workflows using flow designer, record

producers.

• Event Management: Verify and perform clean-up activities

• Create dashboards to reflect the accurate ServiceNow licensing consumption information

• Create cloud resources and workspaces covering visibility and cost, verification and

standardization, and tagging of assets.