SME - Incident 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. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Itil Frameworks And Incident Management Best Practices, Adhering Strictly To Agreed Slas.
2. Mentor Administrators And Team Members By Preparing Standard Operating Procedures And Maintaining Effective Documentation, While Actively Engaging In Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues And Provide Solutions That Enhance Overall Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Findings To Key Business Stakeholders, Supporting Continuous Performance Improvement.
2. Mentor Administrators And Team Members By Preparing Standard Operating Procedures And Maintaining Effective Documentation, While Actively Engaging In Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues And Provide Solutions That Enhance Overall Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Findings To Key Business Stakeholders, Supporting Continuous Performance Improvement.
Skill Requirements
1. Strong Understanding Of Incident Management Principles And Itil Best Practices
2. Proficiency In Service Management Tools Such As Servicenow, Bmc Remedy, Or Ca Service Desk
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses
4. Effective Communication And Presentation Skills To Engage With Stakeholders
2. Proficiency In Service Management Tools Such As Servicenow, Bmc Remedy, Or Ca Service Desk
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses
4. Effective Communication And Presentation Skills To Engage With Stakeholders
Other Requirements
1. Itil Foundation Certification Is Preferred
2. Servicenow Administrator Certification Is Optional But Valuabl
2. Servicenow Administrator Certification Is Optional But Valuabl
Frequently Asked Questions
Is the salary disclosed for the SME - Incident Management, ServiceNow position at HCLTech?
The salary for this SME - Incident 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 SME - Incident Management, ServiceNow position at HCLTech located?
This SME - Incident 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 SME - Incident 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 SME - Incident Management, ServiceNow job at HCLTech posted?
This SME - Incident Management, ServiceNow position at HCLTech was posted on Sep 24, 2026. Apply as soon as possible — early applications are often reviewed first.
SME - Incident Management, ServiceNow
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.