Job SummaryScope of Services:

- Provide technical break-fix (incident) support for ITOM & ITSM modules of ServiceNow
- Fulfil enhancement requests for ITOM and ITSM modules of ServiceNow

Key Responsibilities

ServiceNow applications in-scope are:

1. IT Operations Management (ITOM)

- ServiceNow Discovery, associated plugins and integrations
- ServiceNow Event Management associated plugins and integrations

- IT Service Management (ITSM)

- Incident Management, associated plugins and integrations
- Problem Management, associated plugins
- Change Management, associated plugins and integrations
- Configuration Management Database ("CMDB"), associated plugins and integrations
- Request Management and associated integrations
- Service Request catalogue
- Email notifications
- Customer Satisfaction ("CSAT") surveys

- Employee Center

Skill Requirements

Scope of Services excludes:

- Any development / enhancement work related to Artificial Intelligence ("AI")
- Troubleshooting or development of new Service Maps
- Development of platform analytics reports and dashboard

Other RequirementsPROVIDER RESPONSIBILITIES (SPECIFIC TASKS)

As a part of this statement of work, HCL will perform break-fix and enhancement activities on Avnet's ServiceNow instances. Below is a list of key activities that will be performed by HCL (list not exhaustive):





- Provide technical support for all incidents reported on ServiceNow's ITOM & ITSM applications that are currently deployed in Avnet.
- Build integrations using APIs and native ServiceNow connectors.
- Configure changes on ITSM items such as Incident management, Problem management, Change management.
- Enhance and configure changes to Employee Center Portal module in ServiceNow.
- Configure and modify CSAT survey.
- Configure and modify of ServiceNow classic reports (excluding platform analytics reports).
- Configure and modify the Service Level Agreement ("SLA") in ServiceNow tool as per approved requirements.
- Configure on-going changes to CMDB and Asset Management application configurations.
- Configure and remediate issues from the Discovery module.
- Configure and calibrate Identification Reconciliation Engine ("IRE") rules for CMDB.
- Configure of recent correlation and suppression rules on ServiceNow ITOM event management applications.
- Develop any new Service Request including development of workflows using flow designer, record producers.
- Event Management: Verify and perform clean-up activities
- Create dashboards to reflect the accurate ServiceNow licensing consumption information
- Create cloud resources and workspaces covering visibility and cost, verification and standardization, and tagging of assets.

📌 SeniorAdministrator - IT Operations Management, RESTful API, Angular (India)
🏢 HCL Technologies
📍 India