ServiceNow ITIL Administrator
3 hours ago
About the Role
We are seeking a highly skilled ServiceNow ITIL Administrator to join our team at HCLTech. This is an exciting opportunity for experienced professionals to contribute their expertise and drive business growth.
Job Description
The successful candidate will be responsible for administering our ServiceNow instance, ensuring seamless day-to-day operations, and driving process improvements. Key responsibilities include:
- Ensuring adherence to quality standards, regulatory requirements, and company policies;
- Fostering positive customer experiences through First Call Resolution and minimizing rejected resolutions or Reopen Cases;
- Participating in new business initiatives to create proposals and drive Service improvement plans;
- Independently resolving tickets and meeting agreed SLAs for ticket volume and time;
- Providing support for on-call escalations or L3 level support, incident, and problem management;
- Engaging in value-added activities such as Knowledge base updates, training freshers, coaching analysts, and conducting interviews or participating in hiring drives;
Qualifications and Skills
The ideal candidate will possess:
- A deep understanding of Configuration Management as it relates to ITIL;
- Experience with new ServiceNow scoped applications, Virtual agent, Performance Analytics, ATF, Predictive Intelligence, Agent Workspace, Mobile app, and Web Services Integration (SOAP, REST, JSON, JDBC);
- Fundamental knowledge of networking, including TCP/IP ports and firewalls, network protocols, and IP networks;
- Strong communication, presentation, and writing skills;
- Excellent troubleshooting skills with the ability to demonstrate influence in a consultative fashion to stakeholders and other team members;
- Administration experience with a ServiceNow instance, including delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items, and updates of all existing solutions requiring revisions;
Preferred Skills
It is desirable that the candidate holds minimum ServiceNow CSA certification and has ITIL certification/CIS/ServiceNow certification.
Compensation and Benefits
The salary range for this position is between $120,000 and $180,000 per annum, depending on qualifications and experience. In addition to a competitive salary, we offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
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