SeniorAdministrator - Process Consulting, ServiceNow

Job Summary

Process / Overflow Buffer Agent Role code: Process Buffer _L2 | Level 2 – Flex capacity | Service Desk Services – Capacity Buffer Reports to Service window Tooling Service Desk Manager / Lead (SD Manager L3) Deployed against the window of the queue being covered Location Deployment Any HCLTech delivery centre in scope Volume peaks · backlog · absence cover · hypercare BMC Helix ITSM · Agent Workspace · remote support ROLE PURPOSE Scope ref. Annex 2 §4 · Attachment 2-D §2.5.6 Backup management Cross-trained flex capacity that absorbs demand the standard rota cannot. Deployed to protect answer speed and abandon rate during volume peaks, to burn down backlog, to cover unforeseen absence under the backup map, and to reinforce the desk during crisis, transition and hypercare periods

Key Responsibilities

KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Absorb overflow solicitations across language and process queues when demand exceeds the planned rota, protecting answer speed and abandon rate (CSL-15, CSL-10). • Execute backlog burn-down on aged Incidents and Service Requests, including chasing of Third Parties and support groups on open tickets (§3.12). • Provide cover for unforeseen absence of named resources in line with the succession and backup map, ensuring business as usual with adherence to committed Service Levels (§2.5.6). • Reinforce the desk during Major Incidents and crisis situations, taking the resulting contact surge so that the core rota stays on resolution. • Support transition, go-live and hypercare periods, and post-Change surges arising from the Change Schedule. • Maintain ticket hygiene during surge working: correct categorisation, Priority, User context, Knowledge Article linkage and resolution notes. • Assist with operational data collection for Service Level and Performance Indicator reporting during peak reporting cycles. • Stay current across L1 and L2 documented procedures, scripts and knowledge articles for the queues covered, and record process friction observed during surge working for the Continuous Improvement Plan

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL • 2–5 years across service desk L1 and L2 activity with proven multi-queue flexibility. • Ability to become productive on a new queue quickly from documented procedures alone. • BMC Helix ITSM; Windows 10/11, Microsoft 365, Entra ID, VPN, printing and peripherals. • Professional English; at least one further supported language is strongly preferred. • Resilience under surge and crisis working conditions. ROLE NOTES DESIRABLE • ITIL 4 Foundation. • Experience in a workforce management or command-centre environment. • Backlog remediation or catch-up programme experience. • Transition and hypercare exposure. Deployment priority is set by the Service Desk Manager against live queue health, the backup register and the transition or hypercare calendar. Continuity is further supported by enterprise VPN and soft telephony enabling remote working, and by cross-centre recovery between delivery locations

Other Requirements