Senior Technical Lead
India
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Job Description
Senior Technical Lead
Noida, Uttar Pradesh

Job Summary

Seeking an experienced ServiceNow Dashboard Developer to design and implement real-time operational and executive dashboards for a SAP S/4HANA AMS engagement. The individual will create KPI-driven visualizations, trend analysis, SLA reporting, ageing analytics, and service performance scorecards to enable proactive service management.

Key Responsibilities

  • Build real-time dashboards and Performance Analytics scorecards in ServiceNow.
  • Develop trend reports and drill-down analytics for:
    • Month-on-Month Incident Burn Down by Priority
    • MTTR Trend (Hours)
    • SLA Breach Resolution Trend
    • Incident Ageing Buckets (0-7, 8-15, 16-60, 61-90, >90 Days)
    • Month-on-Month >90 Days Ageing Trend
    • Change-Induced Incident Analysis
    • Open P3/P4 Ageing Dashboard
  • Configure KPI indicators, automated reporting, and executive scorecards.
  • Integrate ServiceNow data with AMS operational metrics and governance reporting.
  • Enable scheduled and real-time dashboard refreshes.

Skill Requirements

  • 5+ years of ServiceNow Development experience.
  • Strong expertise in Performance Analytics, Reporting, Dashboards, and ITSM modules.
  • Proficiency in ServiceNow scripting (JavaScript), Flow Designer, Integration Hub, and REST APIs.
  • Experience designing operational dashboards for Incident, Problem, Change, SLA, and Service Performance Management.

Other Requirements

  • Knowledge of AMS KPIs (Good to have) such as MTTR, SLA Compliance, Backlog Management, Ageing Analysis, and Change Success Rate.
  • Exposure to SAP AMS/SAP S4HANA support environments is preferred.- (Good to Have)
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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 227,000 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 March 2026 totaled $14.7 billion.