Administrator (Tools & Automation)
India
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Job Description
Administrator (Tools & Automation)
Noida, Uttar Pradesh

Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

Job Title: ServiceNow Platform/Performance Analytics Specialist

Job Summary:

We are looking for a skilled ServiceNow Platform/Performance Analytics Specialist to join our team. The candidate will be responsible for creating and maintaining interactive dashboards, generating and interpreting reports to support business decisions, and ensuring data accuracy and integrity within the ServiceNow platform.

Key Responsibilities:

  • Design, develop, and maintain dashboards and reports within the ServiceNow platform to support business operations.
  • Analyze business requirements and translate them into effective and efficient data visualizations using ServiceNow Performance Analytics.
  • Collaborate with various teams to understand their data needs and design corresponding dashboards.
  • Ensure data accuracy and integrity in all reporting and dashboards.
  • Perform regular quality checks to ensure data accuracy in the reports and dashboards.
  • Identify, analyze, and interpret trends or patterns in complex data sets.
  • Develop and maintain databases, data systems, data analytics, and reporting tools within ServiceNow.
  • Provide technical expertise on data storage structures, data mining, and data cleansing.
  • Recommend ways to improve data reliability, efficiency, and quality.
  • Present data-driven reports to senior management to aid in business decisions.

Qualifications:

  • Bachelor's or Master's degree in Business, Statistics, Finance, Computer Science, or a related field.
  • Proficiency in ServiceNow Performance Analytics and other data visualization tools.
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Experience with SQL, Excel, and other data analysis tools.
  • Excellent communication skills to present findings and insights clearly and effectively.
  • Ability to work collaboratively with cross-functional teams.

Desired Skills:

  • Knowledge of Python or R, Power BI or Tableau or data analysis.
  • Experience with data warehousing and ETL processes, database table and dashboard automation in ServiceNow
  • Familiarity with cloud platforms such as AWS or Azure.
  • Certification in ServiceNow or related fields is a plus.

 

Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.