Senior Administrator - ServiceNow, IT Service Management

Experience: Not Available to Not Available years

Location: Bangalore, India

Skills: ITIL 4 Service Level Management, IT Operations, Service Desk processes, SLA/SLO reporting, ITSM tools, ServiceNow, Power BI, Excel, data interpretation, Incident Management, Problem Management, Service Request processes, analytical skills, Root Cause Analysis, interpersonal skills, ITIL Foundation Certification, ServiceNow Certified System Administrator Certification

Job Summary
Support and execute the Service Level Management process by monitoring SLAs/SLOs, driving service performance improvements, and ensuring commitments to customers and business stakeholders are consistently met

Job Responsibilities
Monitor and manage SLAs, SLOs, OLAs, and underpinning contracts
Track service performance and identify breaches, risks, and trends
Produce service performance reports and dashboards (weekly/monthly)
Support service review meetings with customers and internal teams
Analyze SLA breaches and coordinate corrective and preventive actions
Work closely with Incident, Problem, Change, and Operations teams for SLA recovery
Maintain service level documentation, targets, and agreements
Ensure data accuracy across ITSM tools (ServiceNow or equivalent)
Escalate chronic SLA risks or systemic issues to L3 SLM / Governance teams
Support audits and compliance reviews related to service performance

Skill Requirement
ITIL 4 Service Level Management (Intermediate level)
Understanding of IT Operations / Service Desk processes
SLA/SLO reporting and analysis
ITSM tools & reporting (ServiceNow, Power BI, Excel)
Strong data interpretation skills

Other Requirement
Attention to detail and robust follow‑through
Stakeholder communication and coordination
Analytical and improvement‑focused mindset
Clear documentation and reporting skills





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. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements
1. Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.
2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.
3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
4. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements
1. Itil Foundation Certification Is Optional But Valuable.
2. Servicenow Certified System Administrator Certification Is Optional But Valuable

Job Description
SLA/SLO achievement rate
Reduction in repeat SLA breaches
Timeliness and accuracy of reports
Effectiveness of improvement actions
Customer and stakeholder satisfaction

📌 Senior Administrator ServiceNow, IT Service Management (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru