Connecting Odds
HCLTech

SME - Problem Management, ServiceNow

HCLTech
Gautam Buddha Nagar, Uttar Pradesh, IndiaPosted 20 days agoDiscoveredMatch locked
Full-time

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.
  1. Mentor Administrators And Team Members By Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation, While Facilitating Knowledge Sharing To Enhance Team Performance.
  1. Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Participating In Capacity Planning Discussions To Align Resources Effectively.
  1. Actively Participate In Customer Meetings To Gather Feedback, Understand Issues Faced By Customers, And Foster Positive Relationships To Enhance Customer Satisfaction.
  1. 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.
  1. Proficiency In Servicenow (Snow) Administration And Support.
  1. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.
  1. Strong Analytical And Problem-Solving Skills.
  1. Excellent Communication And Presentation Skills.

Other Requirements

  1. Itil Certification (Recommended).
  1. Servicenow Certified Administrator (Optional But Valuable)

Not included in the source posting: about the role, benefits.

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