Administrator - Process Consulting, ServiceNow at HCLTech · Bengaluru

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

1. Provide Technical Support And Solutions By Utilizing Process Consulting And Itil Practices To Independently Resolve Tickets, Ensuring Adherence To Agreed Slas For Ticket Volume And Resolution Time.
2. Conduct Root Cause Analysis On Escalated Issues, Leveraging Bmc Remedy And Ca Service Desk Tools To Identify And Implement Corrective Actions For Improved Service Delivery.
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 Ticket Resolution.
4. Monitor And Evaluate Service Performance Metrics To Ensure High Customer Satisfaction (Csat) Through First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.
5. Ensure Compliance With Quality Standards, Regulatory Requirements, And Company Policies While Providing On-Call Support During Escalations.

Skill Requirements

1. Proficient In Process Consulting And Itil Methodologies.
2. Familiarity With Itsm Tools Such As Snow, Bmc Remedy, And Ca Service Desk.
3. Solid Knowledge Of Incident Management And Ticketing Processes.
4. Strong Analytical Skills For Root Cause Analysis And Problem-Solving.
5. Good Communication Skills For Effective Customer Interaction And Team Collaboration.

Other Requirements

1. Itil Foundation Certification Is Recommended But Not Mandatory