Operations Specialist HCL Technologies

Operations Specialist

Skill (Primary)

Cloud Services-SERVICENOW-FUNCTIONAL CONSULTANT

Location

Bangalore

Job Description (Posting).

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.


To learn more about how we can supercharge progress for you, visit www.hcltech.com


Admin-SrvcNowFunctCons-ITS,ITIL,ITSM,

Job Summary
The Tools & Automation Administrator plays a crucial role in enhancing IT service management through effective use of ServiceNow. This position is responsible for independently resolving tickets, providing on-call support, and conducting root cause analysis to ensure positive customer feedback, thereby contributing to the overall efficiency and effectiveness of IT operations.

(1.) Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements By Implementing And Maintaining Itil Best Practices Within Servicenow For Incident And Change Management.

2. Provide On-Call Support For Escalated Incidents By Analyzing Issues Thoroughly And Executing Root Cause Analysis To Identify Underlying Problems And Solutions.

3. Contribute To The Knowledge Base By Updating And Managing Documentation, And Conduct Training Sessions For Freshers And Coaching For Analysts On Servicenow Functionalities.

4. Resolve Service Requests And Incidents Independently Within Agreed Slas, Utilizing Servicenow Tools To Track And Manage Ticket Volume And Resolution Times.

5. Ensure A Positive Customer Experience And High Csat Scores By Achieving First Call Resolution And Minimizing Case Reopens Or Rejected Resolutions.

Skill Requirements
1. Proficient In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles

2. Experience In Incident Management, Change Management, And Problem Management Within Servicenow

3. Strong Analytical Skills And Ability To Conduct Root Cause Analysis Effectively

4. Excellent Communication Skills To Facilitate Training And Knowledge Sharing With Team Members

Certification
1. Itil Foundation Certification (Recommended But Not Mandatory)

2. Servicenow Certified System Administrator (Optional But Valuable)

Skill Level 3 (Secondary Skill 1)

Cloud Services-SERVICENOW-FUNCTIONAL CONSULTANT

Skill Level 3 (Secondary Skill 2)

CLOUD SERVICES-SNOW-FUNCTIONAL CONSULTANT

Experience Level