Senior Administrator for Tools & Automation

Associate

Skill (Primary)

Cloud Services-SERVICENOW-TECHNICAL CONSULTANT

Location

Chennai

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


SrAdmin-SNOW-ITOM,Rest/SoapAPI,AngularJS

Job Summary
The Senior Administrator for Tools & Automation is responsible for providing advanced technical support and troubleshooting for IT Operations Management (ITOM) tools, primarily focusing on ServiceNow (SNOW) and REST/SOAP APIs. This role plays a critical part in ensuring a high-quality customer experience through effective incident resolution, root cause analysis, and proactive improvements in support processes.

(1.) Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements While Implementing Best Practices In Snow Itom And Rest/Soap Api Management To Ensure Compliance And Operational Efficiency.

2. Provide Expert Support For Complex Incidents Escalated By Analysts, Performing Thorough Root Cause Analysis And Deploying Effective Solutions To Resolve Technical And Security Issues Within Snow Environments.

3. Lead Knowledge Base Updates And Management Initiatives, Facilitating Training For New Team Members And Coaching Analysts To Enhance Team Capabilities And Service Delivery.

4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Maintain Seamless Operations And Strengthen Overall Security Posture.

5. Ensure A Positive Customer Experience And High Customer Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions, And Proactively Addressing Potential Security Threats.

Skill Requirements
1. In-Depth Knowledge Of Servicenow Itom And Rest/Soap Apis.

2. Strong Understanding Of Incident Management And Root Cause Analysis Methodologies.

3. Proficiency In Troubleshooting And Resolving Technical And Security Issues.

4. Excellent Communication And Collaboration Skills To Work Effectively With Support Teams And Customers.

Certification
1. Itil Foundation Certification (Optional But Valuable).

2. Servicenow Certified System Administrator (Optional But Valuable).

3. Relevant Rest/Soap Api Certifications (Optional But Valuable).

Skill Level 3 (Secondary Skill 1)

Cloud Services-SERVICENOW-TECHNICAL CONSULTANT

Skill Level 3 (Secondary Skill 2)

Cloud Services-Platform Engineering-Reporting & Analytics

Skill Level 3 (Secondary Skill 3)

Cloud Services-Platform Engineering-ITSM Platform