Senior Administrator - Process Consulting, ServiceNow

Experience: Not Available to Not Available years

Location: Pune, India

Skills: Process Consulting, ITIL, Snow Administration, BMC Remedy, CA Service Desk, Root Cause Analysis, Collaboration

Job Summary
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
Adhere To Quality Standards And Regulatory Requirements By Implementing Itil Best Practices In Process Consulting And Tools Management.
Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.




Collaborate With Teams To Update And Manage Knowledge Bases, Ensuring Documentation Accuracy And Training Freshers While Coaching Analysts On Best Practices.
Resolve Complex Tickets Within Agreed Slas By Coordinating With Other Support Teams To Enhance Operational Efficiency And Maintain A Robust Security Posture.
Drive A Positive Customer Experience And High Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions, And Addressing Reopen Cases To Mitigate Security Threats.

Skill Requirements
Proficient In Process Consulting And Itil Practices
Solid Understanding Of Snow Administration And Support
Familiarity With Bmc Remedy And Ca Service Desk Tools
Experience In Troubleshooting And Root Cause Analysis
Excellent Communication And Collaboration Skills

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

📌 Senior Administrator Process Consulting, Servicenow Pune
🏢 HCL Technologies
📍 Pune