Senior Administrator - Process Consulting, ServiceNow

Experience: Not Available to Not Available years

Location: Lucknow, India

Skills: Service Request Catalogue, Change Management, UAT, ITSM, Itil Foundation Certification, Snow, Bmc Remedy, Influential relationship management, Coordination, Negotiation, Persuasion, Supervisory skills, Stakeholder management, Technologies, ITSM Tool

Job Summary
Process Consulting: Owns day‑to‑day Service Request Catalogue operations, including requirement gathering, analysis, addition, modification, and retirement of service requests through defined Change Management processes.
Ensures accurate design, configuration, testing, and delivery of Service Requests by coordinating with technical teams, managing UAT, validating workflows/SLAs, and maintaining high‑quality documentation and training materials.
Drives continuous improvement and catalogue governance by analysing request trends, maintaining service and offering information, publishing catalogue updates, enabling user training, and ensuring reliable self‑service consumption through the ITSM platform.

Key Responsibilities
Take the ownership to oversee the day to day operations relating to SERVICE REQUEST CATALOGUE. Responsible for requirement gathering for addition/modification of a SR on the SR catalog.
• Responsible to perform analysis on the SR that has been requested for decommissioning.
• Responsible to perform functional testing and liaise with key contact person for conducting UAT.
• Responsible to provide the progress update on the SR catalog requests to service request catalog manager.
• Will closely work with Tools technical consultant to ensure the requirements are well understood and SR gets configured as intended.
• Training material preparation updates and version control.
• Testing the workflows, approvals, Task Assignments, SLA, Notifications.




• Proper documentation and reporting of the test results and bugs/defects identified. (Defect Tracking and defect control is out of scope for this role).
• Training the business users, IT Users and fulfillment groups on the newly added SRs.
• Maintaining information about services and service offerings contained in the active service catalog.
• Verifying service and service offering information is accurate and complete, and providing it to consumers through the consumer self-service portal.
• Publish Catalogue, Communication & handle Trainings for Service Request Catalogue Management.
• Analyse Trend (Generic RequSERVICE REQUEST CATALOGUE MANAGER.
• est) and propose addition/retirement to Service Catalogue.
• Decision on the addition/retirement to the Service Catalogue (through Change Management Process).
• Modification/Update to the Catalogue Design (through Change Management Process).
• Modification/Update to the Catalogue in ITSM Tool (through Change Management Process).

Skill Requirements
Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills.
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Solid oral and written communication skills.
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve.
• Supervisory skills and the ability to leverage support from other parts of the organization.
• Proven expert in managing multiple stakeholders at all levels of the organisation, but specifically at senior management level.
• Understanding of Technologies & ITSM Tool.
• Coordination, negotiation, and persuasion skills.

Other Requirements
1. Itil Foundation Certification Is Recommended.
2. Certifications In Snow Or Bmc Remedy Are Optional But Valuable.

📌 Senior Administrator Process Consulting, ServiceNow (Lucknow)
🏢 HCL Technologies
📍 Lucknow