Senior Administrator - ServiceNow, IT Service Management
India
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Job Description
Senior Administrator - ServiceNow, IT Service Management
Noida, Uttar Pradesh

Job Summary

Administer and support ServiceNow Field Service Operations (FSO) modules including configuration, workflows, scheduling features, and mobile app configuration

• Perform incident resolution, user support, and defect fixes related to FSO functionalities at L2 level

• Configure and maintain work orders, dispatching rules, dynamic scheduling, mobile agent setup, Contractor Portal management, and integrations

• Collaborate with L3/Dev teams for enhancements, releases, and complex issue resolution

• Ensure data integrity, platform performance, and adherence to ITSM/ITIL processes

• Support continuous improvement, reporting, and automation initiatives within ServiceNow FSO Administer and support ServiceNow Field Service Operations (FSO) modules including configuration, workflows, scheduling features, and mobile app configuration

• Perform incident resolution, user support, and defect fixes related to FSO functionalities at L2 level

• Configure and maintain work orders, dispatching rules, dynamic scheduling, mobile agent setup, Contractor Portal management, and integrations

• Collaborate with L3/Dev teams for enhancements, releases, and complex issue resolution

• Ensure data integrity, platform performance, and adherence to ITSM/ITIL processes

• Support continuous improvement, reporting, and automation initiatives within ServiceNow FSO

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
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 Itil And Itsm Frameworks.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.
2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.
3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
4. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Servicenow Certified System Administrator Certification Is Optional But Valuable

Administer and support ServiceNow Field Service Operations (FSO) modules including configuration, workflows, scheduling features, and mobile app configuration

• Perform incident resolution, user support, and defect fixes related to FSO functionalities at L2 level

• Configure and maintain work orders, dispatching rules, dynamic scheduling, mobile agent setup, Contractor Portal management, and integrations

• Collaborate with L3/Dev teams for enhancements, releases, and complex issue resolution

• Ensure data integrity, platform performance, and adherence to ITSM/ITIL processes

• Support continuous improvement, reporting, and automation initiatives within ServiceNow FSO Administer and support ServiceNow Field Service Operations (FSO) modules including configuration, workflows, scheduling features, and mobile app configuration

• Perform incident resolution, user support, and defect fixes related to FSO functionalities at L2 level

• Configure and maintain work orders, dispatching rules, dynamic scheduling, mobile agent setup, Contractor Portal management, and integrations

• Collaborate with L3/Dev teams for enhancements, releases, and complex issue resolution

• Ensure data integrity, platform performance, and adherence to ITSM/ITIL processes

• Support continuous improvement, reporting, and automation initiatives within ServiceNow FSO

 

 
Apply now
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.