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 223,000 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 June 2026 totaled $14.8 billion.