SME - ServiceNow, IT Service Management
India
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Job Description
SME - ServiceNow, IT Service Management
Pune, Maharashtra

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. Service Introduction Manager

 

Key Responsibilities

 

· Ensure that the IT Operational departments receive all the knowledge and tools required to ensure a smooth transition from the development program into the live service.

· Ensure creation and submission of required documentation.

· Ensuring that operational service requirements are articulated and delivered.

· Act as escalation point for operational services during all project phases.

· Ensure the Gate process are adhered to and provide support/advice to stakeholders by Suppliers

· Ensure Suppliers provide status reporting on projects from a Service Introduction perspective.

· Ensure assessment of the risks to operational support environments has taken place.

· Ensure operational support teams have been fully engaged and are able to support the required services by Suppliers.

· Ensure Early Life Support (ELS) has been planned.

· Ensure Warranty support is provided and formal sign off on ELS has taken place prior to Project Release

· Ensure supporting processes are being engaged e.g. Asset Management, Service Reporting, Change Management, Security, ITSC

· Ensure that the Quality Gates are completed to standard by Suppliers.

· Ensure service introduction management reporting is performed by all Suppliers.

· Participate in Go/No go decisions with Suppliers.

· Retain the Operational Readiness Documentation

 

 

 

 

Skills, Knowledge and Experience

· Must be an experienced resource with knowledge & sound understanding of various IT technologies/domains.

 

· Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.

 

· Understanding of foundational IT technical issues and relationships

 

· Experienced in conducting IT risk assessments, IT service quality audits.

 

· Ability to influence and lead technical conversations with various infrastructure support groups.

 

· Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills

Skill Requirements

1. Service Introduction Manager

 

Key Responsibilities

 

· Ensure that the IT Operational departments receive all the knowledge and tools required to ensure a smooth transition from the development program into the live service.

· Ensure creation and submission of required documentation.

· Ensuring that operational service requirements are articulated and delivered.

· Act as escalation point for operational services during all project phases.

· Ensure the Gate process are adhered to and provide support/advice to stakeholders by Suppliers

· Ensure Suppliers provide status reporting on projects from a Service Introduction perspective.

· Ensure assessment of the risks to operational support environments has taken place.

· Ensure operational support teams have been fully engaged and are able to support the required services by Suppliers.

· Ensure Early Life Support (ELS) has been planned.

· Ensure Warranty support is provided and formal sign off on ELS has taken place prior to Project Release

· Ensure supporting processes are being engaged e.g. Asset Management, Service Reporting, Change Management, Security, ITSC

· Ensure that the Quality Gates are completed to standard by Suppliers.

· Ensure service introduction management reporting is performed by all Suppliers.

· Participate in Go/No go decisions with Suppliers.

· Retain the Operational Readiness Documentation

 

 

 

 

Skills, Knowledge and Experience

· Must be an experienced resource with knowledge & sound understanding of various IT technologies/domains.

 

· Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.

 

· Understanding of foundational IT technical issues and relationships

 

· Experienced in conducting IT risk assessments, IT service quality audits.

 

· Ability to influence and lead technical conversations with various infrastructure support groups.

 

· Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills



Other Requirements

1. Service Introduction Manager

 

Key Responsibilities

 

· Ensure that the IT Operational departments receive all the knowledge and tools required to ensure a smooth transition from the development program into the live service.

· Ensure creation and submission of required documentation.

· Ensuring that operational service requirements are articulated and delivered.

· Act as escalation point for operational services during all project phases.

· Ensure the Gate process are adhered to and provide support/advice to stakeholders by Suppliers

· Ensure Suppliers provide status reporting on projects from a Service Introduction perspective.

· Ensure assessment of the risks to operational support environments has taken place.

· Ensure operational support teams have been fully engaged and are able to support the required services by Suppliers.

· Ensure Early Life Support (ELS) has been planned.

· Ensure Warranty support is provided and formal sign off on ELS has taken place prior to Project Release

· Ensure supporting processes are being engaged e.g. Asset Management, Service Reporting, Change Management, Security, ITSC

· Ensure that the Quality Gates are completed to standard by Suppliers.

· Ensure service introduction management reporting is performed by all Suppliers.

· Participate in Go/No go decisions with Suppliers.

· Retain the Operational Readiness Documentation

 

 

 

 

Skills, Knowledge and Experience

· Must be an experienced resource with knowledge & sound understanding of various IT technologies/domains.

 

· Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.

 

· Understanding of foundational IT technical issues and relationships

 

· Experienced in conducting IT risk assessments, IT service quality audits.

 

· Ability to influence and lead technical conversations with various infrastructure support groups.

 

· Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation. Strong oral and written communication skills
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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.