SME - Problem Management, ServiceNow

Experience: Not Available to Not Available years

Location: Noida, India

Skills: Problem Management, ITIL, ServiceNow, BMC Remedy, CA Service Desk, Avanti Tools, Analytical Skills, Problem-Solving Skills, Presentation Skills, ITIL Certification, ServiceNow Certified Administrator

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
Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets And Incidents By Utilizing Itil Principles And Problem Management Techniques To Meet Agreed Slas.
Mentor Administrators And Team Members By Preparing Standard Operating Procedures (Sops) And Maintaining Effective Documentation,



While Facilitating Knowledge Sharing To Enhance Team Performance.
Validate Change Order Implementation Plans And Ensure Human Error Compliance, While Participating In Capacity Planning Discussions To Align Resources Effectively.
Actively Participate In Customer Meetings To Gather Feedback, Understand Issues Faced By Customers, And Foster Positive Relationships To Enhance Customer Satisfaction.
Conduct Validations Of Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Reports To Key Business Stakeholders To Drive Informed Decision-Making.

Skill Requirements
In-Depth Knowledge Of Problem Management And Itil Methodologies.
Proficiency In Servicenow (Snow) Administration And Support.
Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.
Solid Analytical And Problem-Solving Skills.
Excellent Communication And Presentation Skills.

Other Requirements
Itil Certification (Recommended).
Servicenow Certified Administrator (Optional But Valuable).

📌 Sme Problem Management, Servicenow Noida (India)
🏢 HCL Technologies
📍 India