Senior Administrator - ServiceNow, IT Service Management
India
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Job Description
Senior Administrator - ServiceNow, IT Service Management
Madurai, Tamil Nadu

Job Summary

An IT Service Management (ITSM) Level 2 (L2) professional resolves complex technical issues and manages escalated incidents that cannot be fixed by L1 support. They act as the crucial bridge between end-users, core infrastructure, and engineering teams to minimize downtime and restore services

Key Responsibilities

Incident Management: Handle advanced technical escalations, ensuring tickets are resolved within Service Level Agreements (SLAs).

• System Troubleshooting: Diagnose and repair software, hardware, network, and application issues using Active Directory, Microsoft 365, and remote access tools,

• Problem Management: Perform root cause analysis (RCA) to identify and permanently fix recurring issues instead of just applying workarounds

• Ticketing & Reporting: Document resolutions, update asset management databases, and track KPIs (like Mean Time to Resolution) in ticketing platforms like ServiceNow.

• Cross-Functional Coordination: Collaborate with L3 support, development, and vendor teams for high-impact or backend system outages.

• Access & Deployment: Manage onboarding/offboarding, user account provisioning, and software deployments.

• Experience: Typically 2 to 5 years of hands-on IT technical support or IT operations experience.

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.

• Framework Knowledge: Strong understanding of ITIL best practices (Incident, Problem, and Change Management).

• Soft Skills: Excellent crisis management, written/verbal communication, and analytical problem-solving skills 

Skill Requirements

Ticketing Systems: ServiceNow

Other Requirements

Change and Problem Manager
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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.