Hyderabad, Telangana
Job Summary

Support Account Manager for ServiceNow. Technical project manager’s or ServiceNow functional consultants, Critical Incident Managers with ServiceNow experience will be apt for this role. - Looking for managers in between 6 to 10 year’s experience. - This is work from office role all 5 days from customer office. - Good communication skills, customer management experience, understanding of ITIL and ServiceNow platform.

Key Responsibilities

Use industry leading software management tools to proactively identify potential degradation of service issues to mitigate and/or resolve business impacting events for customers. • Deliver business value and solutions by understanding and aligning ServiceNow applications, features, and benefits as it relates to our customer needs. • Drive/ensure the continual flow of information with timely updates on all open cases, changes, problems, and on-going projects. • Facilitate summary status reports, including monthly performance reviews and quarterly service reviews. • Act as the facilitator between customers and ServiceNow with reference to mandatory upgrades, patches, and security requirements. • Manage, document and report on performance against service level agreements (SLA's) and where SLA’s are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely. • Drive continual improvement for the customer and their environment through trend analysis and partnering with the internal team to be a champion of change. • Review open cases,



problems and changes communicating aligned priorities to assigned ServiceNow teams to ensure a timely response and resolution.

Skill Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. • 5-10 yrs of experience with 2+ years of customer-facing experience • Flexible and ready to work in India morning or late evening shift to present on handover calls with the incoming and outgoing regions. • Ready to work on weekends. • Prior ServiceNow implementation knowledge and ServiceNow certifications would be an added advantage. • Excellent written and oral communication skills • Experience dealing with technical support teams • Fundamental understanding of ITSM in enterprise and global deployments • Working knowledge of ITIL incident,



problem and release management process • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer within a global model • Broad technical understanding in a cloud software environment • Automation/tech skillset – UX, Web services, Testing, Requirements, documentation

Other Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. • 5-10 yrs of experience with 2+ years of customer-facing experience • Flexible and ready to work in India morning or late evening shift to present on handover calls with the incoming and outgoing regions. • Ready to work on weekends. • Prior ServiceNow implementation knowledge and ServiceNow certifications would be an added advantage. • Excellent written and oral communication skills • Experience dealing with technical support teams • Fundamental understanding of ITSM in enterprise and global deployments • Working knowledge of ITIL incident, problem and release management process • Ability to effectively work with tight schedules and fast paced workplace to minimize problem impact on the customer within a global model • Broad technical understanding in a cloud software environment • Automation/tech skillset – UX, Web services, Testing, Requirements, documentation

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📌 Senior Administrator - Program & Project Management (India)
🏢 HCLTech
📍 India