SeniorAdministrator - Problem Management, ServiceNow
India
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Job Description
SeniorAdministrator - Problem Management, ServiceNow
Chennai, Tamil Nadu

Job Summary

  1. Engage and coordinate in implementing the problem management process
  2. Apply standard problem management techniques to establish permanent/workaround to complex issue.
  3. Reviewing RCA’s from logical and quality prospective
  4. Following 5 why’s technique in determining the Root cause of the issue
  5. Standardize and active engagement in governance of the problem processes.
  6. Running and managing monthly Problem management board and RCA’s review meetings.
  7. Managing proactive and reactive problem management through service now on daily basis.
  8. Getting involved in analyzing the Incident trends on daily basis and sharing reports/findings with relevant stakeholders.
  9. Driving Service Level Adherence for P1 problem tickets in terms of submitting RCA’s with relevant stakeholders within the stipulated time frame.
  10. Working on weekly & monthly, internal and external D&Os

Key Responsibilities

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Skill Requirements

Requirement\Certifications

  • ITIL Foundation is a must, ITIL Intermediate is preferred
  • Exceptional Customer service skills and client focus
  • Coordination, negotiation, and persuasion skills
  • Ability to work with all levels of client and internal resources
  • Strong oral and written communication skills with the ability to communicate technical information in non-technical language

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).
2. Servicenow Certified Administrator (Optional But Valuable)
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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.