SeniorAdministrator - ServiceNow,JavaScript
India
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Job Description
SeniorAdministrator - ServiceNow,JavaScript
Lucknow, Uttar Pradesh

Job Summary

Scope of Services:

- Provide technical break-fix (incident) support for ITOM & ITSM modules of ServiceNow

- Fulfil enhancement requests for ITOM and ITSM modules of ServiceNow

Key Responsibilities

ServiceNow applications in-scope are:

1. IT Operations Management (ITOM)

• ServiceNow Discovery, associated plugins and integrations

• ServiceNow Event Management associated plugins and integrations

2. IT Service Management (ITSM)

• Incident Management, associated plugins and integrations

• Problem Management, associated plugins

• Change Management, associated plugins and integrations

• Configuration Management Database (“CMDB”), associated plugins and integrations

• Request Management and associated integrations

• Service Request catalogue

• Email notifications

• Customer Satisfaction (“CSAT”) surveys

3. Employee Center

Skill Requirements

Scope of Services excludes:

• Any development / enhancement work related to Artificial Intelligence (“AI”)

• Troubleshooting or development of new Service Maps

• Development of platform analytics reports and dashboard

Other Requirements

PROVIDER RESPONSIBILITIES (SPECIFIC TASKS)

As a part of this statement of work, HCL will perform break-fix and enhancement activities the following

activities on Avnet’s ServiceNow instances:

Below is a list of key activities that will be performed by HCL (list not exhaustive):

• Provide technical support for all incidents reported on ServiceNow’s ITOM & ITSM applications that are

currently deployed in Avnet.

• Build integrations using APIs and native ServiceNow connectors.

• Configure changes on ITSM items such as Incident management, Problem management, Change

management.

• Enhance and configure changes to Employee Center Portal module in ServiceNow.

• Configure and modify CSAT survey.

• Configure and modify of ServiceNow classic reports (excluding platform analytics reports).

• Configure and modify the Service Level Agreement (“SLA”) in ServiceNow tool as per approved

requirements.

• Configure on-going changes to CMDB and Asset Management application configurations.

• Configure and remediate issues from the Discovery module.

• Configure and calibrate Identification Reconciliation Engine (“IRE”) rules for CMDB.

• Configure of new correlation and suppression rules on ServiceNow ITOM event management

applications.

• Develop any new Service Request including development of workflows using flow designer, record

producers.

• Event Management: Verify and perform clean-up activities

• Create dashboards to reflect the accurate ServiceNow licensing consumption information

• Create cloud resources and workspaces covering visibility and cost, verification and

standardization, and tagging of assets.
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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.