Noida, Uttar Pradesh

Job Summary

Minimum of 5 years of relevant recent experience

Strong understanding of ITSM best-practice processes, with Configuration Management and Asset Management experience

Hands-on experience with industry-standard Change, Configuration and Asset Management system tools, preferably within the ServiceNow environment

Experience leading technical functional discussions to implement Asset & Configuration modules in ITSM Tools

End to End process implementation for SACM

Conduct workshops for our customers to understand the requirements

Knowledge of GBP Process and demonstrate all GBP features to the client

Document the customer requirements and provide the best possible solution

Agree the final implementation approach with the customer and liase with the technical team to configure in the tool

Prepare the test cases and review them with the client

Document all the requirements formally and share with the client

Impart trainings to the customer and its stakeholders

Conduct UAT and share the UAT results

Key Responsibilities

1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.

2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.

3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base, act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive.

4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.

5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Skill Requirements

ITIL v3 Foundation certification

ITIL Intermediate

Asset CMDB Architecture solution experience

ServiceNow administration experience





Other Requirements

As a technical consultant focusing on ITOM development and configuration on ServiceNow platform this resource will deliver finalized ServiceNow Discovery Solutions utilizing the ServiceNow Discovery Module.

ServiceNow configuration

Design the workflows in the tool as designed by the Functional Consultants

Demonstrate the technical capabilities of the tool to the customer

Run SNOW Discovery and validate the results

Troubleshoot the discovery issues and complete the RCA for any deviations

Document the pre-requisites for Integration methodologies

Work along with the steady state team and help them troubleshoot any issues

Set up the discovery for the client and handover to the delivery teams with proper documentation

Expertise on ServiceNow tool, discovery, Service mapping, Orchestration.

play a key role during the planning stage of enhancing auto-discovered configuration data that makes up a Service.

understand business service architecture and translate them into technical specifications for Service Map implementation

experience in CMDB implementation using Service Now platform.

Experience in designing, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data

Experience in building CMDB health Dashboard and custom reporting

Installation/Configuration and implementation of the discovery tool

Strong troubleshooting skills, reading logs, solving complex workflow issues

Writing maintainable code as per best coding practices

Experience in Implementing discovery solutions for multiple customers.

Experience in Scripting and solutions to expand the ServiceNow Discovery module

Knowledge of scripting language

Experience in building custom integration using adapters, custom connectors.

ITIL Foundation Level Certification.

Positive written and communication skills. #body.unify div.unify-button-container.unify-apply-now : focus, #body.unify div.unify-button-container.unify-apply-#body.unify div.unify-button-container.unify-apply-now: focus, #body.unify div.unify-button-container.unify-apply

📌 Lead Administrator (Tools & Automation) (Noida)
🏢 HCLTech
📍 Noida