SME - ServiceNow, IT Service Management
About this role
Job Summary
Job Responsibilities : Service Desk Operations Management Team Leadership Incident and Escalation Management Service Performance Monitoring Process Improvement Stakeholder Management Knowledge Management
Key Responsibilities
Job Responsibilities : Service Desk Operations Management Team Leadership Incident and Escalation Management Service Performance Monitoring Process Improvement Stakeholder Management Knowledge Management
Skill Requirements
Skill Requirement : IT Service Management (ITSM) tools: ServiceNow Jira Service Management BMC Remedy Freshservice Incident, Problem, and Change Management Windows, Office 365, Active Directory Networking fundamentals Leadership Skills Team management and coaching Conflict resolution Decision-making Performance management Resource planning Communication Skills Excellent verbal and written communication Stakeholder management Presentation skills Customer service orientation Analytical Skills Problem-solving Root Cause Analysis (RCA) Trend analysis Data-driven decision-making Process & Framework Knowledge ITIL Foundation (preferred or required) Service Management best practices Continual Service Improvement (CSI) Governance and compliance awareness Endpoint and device management Reporting and dashboard creation
Other Requirements
Other Requirement : SLA Compliance (%) First Contact Resolution Rate Customer Satisfaction Score (CSAT) Ticket Resolution Time Incident Backlog Reduction Team Productivity Knowledge Base Utilization Employee Engagement and Retention
Frequently Asked Questions
Is the salary disclosed for the SME - ServiceNow, IT Service Management position at HCLTech?
The salary for this SME - ServiceNow, IT Service Management 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 - ServiceNow, IT Service Management position at HCLTech located?
This SME - ServiceNow, IT Service Management role at HCLTech is based in Madurai, 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 - ServiceNow, IT Service Management 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 - ServiceNow, IT Service Management job at HCLTech posted?
This SME - ServiceNow, IT Service Management position at HCLTech was posted on Aug 10, 2026. Apply as soon as possible — early applications are often reviewed first.
SME - ServiceNow, IT Service Management
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.