SME - Problem 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 Tickets And Incidents By Utilizing Itil Principles And Problem Management Techniques To Meet Agreed Slas.
2. Mentor Administrators And Team Members By Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, While Facilitating Knowledge Sharing To Enhance Team Performance.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Participating In Capacity Planning Discussions To Align Resources Effectively.
4. Actively Participate In Customer Meetings To Gather Feedback, Understand Issues Faced By Customers, And Foster Positive Relationships To Enhance Customer Satisfaction.
5. Conduct Validations Of Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Reports To Key Business Stakeholders To Drive Informed Decision-Making.
2. Mentor Administrators And Team Members By Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, While Facilitating Knowledge Sharing To Enhance Team Performance.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Participating In Capacity Planning Discussions To Align Resources Effectively.
4. Actively Participate In Customer Meetings To Gather Feedback, Understand Issues Faced By Customers, And Foster Positive Relationships To Enhance Customer Satisfaction.
5. Conduct Validations Of Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Reports To Key Business Stakeholders To Drive Informed Decision-Making.
Skill Requirements
1. In-Depth Knowledge Of Problem Management And Itil Methodologies.
2. Proficiency In Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.
4. Strong Analytical And Problem-Solving Skills.
5. Excellent Communication And Presentation Skills.
2. Proficiency In Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.
4. Strong Analytical And Problem-Solving Skills.
5. Excellent Communication And Presentation Skills.
Other Requirements
1. Itil Certification (Recommended).
2. Servicenow Certified Administrator (Optional But Valuable)
2. Servicenow Certified Administrator (Optional But Valuable)
Frequently Asked Questions
Is the salary disclosed for the SME - Problem Management, ServiceNow position at HCLTech?
The salary for this SME - Problem 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 - Problem Management, ServiceNow position at HCLTech located?
This SME - Problem 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 - Problem 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 - Problem Management, ServiceNow job at HCLTech posted?
This SME - Problem Management, ServiceNow position at HCLTech was posted on Sep 28, 2026. Apply as soon as possible — early applications are often reviewed first.
SME - Problem Management, ServiceNow
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.