SeniorAdministrator - Process Management, ServiceNow
India
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Job Description
SeniorAdministrator - Process Management, ServiceNow
Others, Uttar Pradesh

Job Summary

 Need ITSM process analyst for IM/PM/CM/Configration/Release management

Key Responsibilities

1. Provide Advanced Technical Support By Conducting Thorough Root Cause Analysis Of Complex Incidents And Implementing Solutions To Resolve Technical And Security Issues In Itil And Process Management Frameworks.
2. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
3. Manage And Update The Knowledge Base, Contributing To Documentation And Sharing Of Best Practices To Improve Team Efficiency And Service Delivery.
4. Train And Coach Analysts And New Team Members On Tools And Processes To Enhance Team Performance And Knowledge Sharing.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens While Addressing Security Threats Proactively.

Skill Requirements

trong understanding of ITIL framework (preferably ITIL 4) Analytical and problem-solving skills Experience with ITSM tools (ServiceNow, Remedy, Jira) Data analysis and reporting skills Communication and stakeholder management Process modeling knowledge (BPMN is a plus) 

Other Requirements

 1. Process Analysis & Improvement Analyze existing ITSM processes (Incident, Change, Problem, Request, etc.). Identify inefficiencies, bottlenecks, and gaps. Recommend improvements aligned with ITIL best practices. Drive Continuous Service Improvement (CSI) initiatives. 2. Process Monitoring & Performance Management Track and monitor key performance indicators (KPIs), such as: SLA compliance MTTR (Mean Time to Resolve) Change success rate Analyze trends and highlight areas of concern. Prepare dashboards and performance reports. 3. Stakeholder Coordination Work with: IT teams Business users Service owners Gather requirements and feedback for process enhancement. Act as a bridge between technical teams and business stakeholders. 4. Process Documentation Create and maintain: Process documents SOPs (Standard Operating Procedures) Work instructions Ensure documentation is updated and easily accessible. 5. Compliance & Governance Ensure adherence to ITSM/ITIL standards and policies. Conduct process audits and reviews. Ensure proper ticket lifecycle management and governance controls. 6. Tool & Workflow Management Work on ITSM tools such as: ServiceNow BMC Remedy Jira Service Management Configure workflows, forms, and automation (depending on role level). Ensure tools align with defined processes. 7. Incident, Problem & Change Support Support major incident management coordination. Assist in root cause analysis (RCA) for recurring issues. Ensure proper linkage between: Incidents → Problems → Changes Monitor change schedules and success metrics. 8. Reporting & Data Analysis Generate reports on: Incident trends Problem trends SLA breaches Use data to provide actionable insights for improvement. Support leadership with decision-making data. 9. Training & Process Awareness Conduct training sessions on ITSM processes. Help teams understand process updates and changes. Promote standardization and best practices. 10. Continual Service Improvement (CSI) Identify automation opportunities. Suggest improvements based on data and feedback. Track improvement initiatives and their impact.
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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.