SrSubject Matter Exprt(Tools&Automation)
India
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Job Description
SrSubject Matter Exprt(Tools&Automation)
Hyderabad, Telangana

Job Summary

Roles & Responsibilities Supplier Customer User Guidance Guide a user about usage of the application, when required Review and update reference material available to the end users because of any development or configuration changes to the application Supporting users involved during user acceptance testing including provision of user test cases Training to the user community on the existing functionality and new rollouts Processes/Modules Maintenance of data, workflow etc. for various processes/modules Support creation of ITSM record templates (incident, change, problem, other) Investigating any issue/bug reported by user and addressing it Roles & Responsibilities Supplier Customer Adding categorizations to the system and creating the corresponding group skill mappings (if any) Adding new resolution codes/categories Maintenance/modification of incident management and service request management, other ITSM module resolution confirmation and survey forms Configuration of foundation data – locations, regions, site department etc. Maintenance of interface with other ITSM modules Add/modify SLAs, OLAs and UCs for appropriate processes/modules Support creation/modification of standard change templates Maintenance of change calendar and maintenance window Defining and/or modifying approvers based on categorizations for various processes/modules Maintenance of the service request catalogue and the Portal Addition of new and/or modification of existing service requests in the service request catalogue Maintenance of interface with other knowledge management applications/tools, if applicable Add, modify or delete asset/CI classes, types and relationship types, support of other related activities Support bulk and/or manual data upload in the database User Management Creation of user profiles, for example - test users Setting and modifying user data, for example - modification of location, email address etc. Profile deletion Group memberships Access and permissions Incident Requests – to provide user support with regards to issues to the workflow or application Co-coordinating with other support groups as required Configuration and maintenance of outgoing and incoming emails Creation and maintenance of UDM jobs for data load Maintenance of SSO and LDAP Integrations Onboarding and configuration of Additional software publishers based on customer’s priorities Onboarding and configuration of service maps based on customer’s priorities Configuration and maintenance of Data Archival and Purge processes to satisfy Customer Data Retention Schedule Support Management Issue logging with ServiceNow Support Track issues assigned to ServiceNow Support Liaise with ServiceNow Support to facilitate issue resolution Maintain the integrity of the ServiceNow platform across production and non-production environments. Provide ServiceNow configuration assistance including, but not limited to – screen tailoring, workflow administration, report setup, data imports, LDAP integration and software integrations Troubleshoot patch / release management issues. Create and use update sets to move customizations between nonproduction and production systems. Work with stakeholders to identify and refine requirements, workflows, etc. Understand system logs and troubleshoot pertinent issues on the platform. Maintain JavaScript server/client code. Platform Performance and Optimization Review and address Health Scan finding Create, update and retire library entries. Update and retire integrations. Create an access control rule (ACL) Search, populate, and customize the knowledge base. Create, monitor, modify, and publish service catalogue workflows with approvals. Create new service catalogue requests and items with variables. Build reports, dashboards, and home pages.

Key Responsibilities

Roles & Responsibilities Supplier Customer User Guidance Guide a user about usage of the application, when required Review and update reference material available to the end users because of any development or configuration changes to the application Supporting users involved during user acceptance testing including provision of user test cases Training to the user community on the existing functionality and new rollouts Processes/Modules Maintenance of data, workflow etc. for various processes/modules Support creation of ITSM record templates (incident, change, problem, other) Investigating any issue/bug reported by user and addressing it Roles & Responsibilities Supplier Customer Adding categorizations to the system and creating the corresponding group skill mappings (if any) Adding new resolution codes/categories Maintenance/modification of incident management and service request management, other ITSM module resolution confirmation and survey forms Configuration of foundation data – locations, regions, site department etc. Maintenance of interface with other ITSM modules Add/modify SLAs, OLAs and UCs for appropriate processes/modules Support creation/modification of standard change templates Maintenance of change calendar and maintenance window Defining and/or modifying approvers based on categorizations for various processes/modules Maintenance of the service request catalogue and the Portal Addition of new and/or modification of existing service requests in the service request catalogue Maintenance of interface with other knowledge management applications/tools, if applicable Add, modify or delete asset/CI classes, types and relationship types, support of other related activities Support bulk and/or manual data upload in the database User Management Creation of user profiles, for example - test users Setting and modifying user data, for example - modification of location, email address etc. Profile deletion Group memberships Access and permissions Incident Requests – to provide user support with regards to issues to the workflow or application Co-coordinating with other support groups as required Configuration and maintenance of outgoing and incoming emails Creation and maintenance of UDM jobs for data load Maintenance of SSO and LDAP Integrations Onboarding and configuration of Additional software publishers based on customer’s priorities Onboarding and configuration of service maps based on customer’s priorities Configuration and maintenance of Data Archival and Purge processes to satisfy Customer Data Retention Schedule Support Management Issue logging with ServiceNow Support Track issues assigned to ServiceNow Support Liaise with ServiceNow Support to facilitate issue resolution Maintain the integrity of the ServiceNow platform across production and non-production environments. Provide ServiceNow configuration assistance including, but not limited to – screen tailoring, workflow administration, report setup, data imports, LDAP integration and software integrations Troubleshoot patch / release management issues. Create and use update sets to move customizations between nonproduction and production systems. Work with stakeholders to identify and refine requirements, workflows, etc. Understand system logs and troubleshoot pertinent issues on the platform. Maintain JavaScript server/client code. Platform Performance and Optimization Review and address Health Scan finding Create, update and retire library entries. Update and retire integrations. Create an access control rule (ACL) Search, populate, and customize the knowledge base. Create, monitor, modify, and publish service catalogue workflows with approvals. Create new service catalogue requests and items with variables. Build reports, dashboards, and home pages.

Skill Requirements

Roles & Responsibilities Supplier Customer User Guidance Guide a user about usage of the application, when required Review and update reference material available to the end users because of any development or configuration changes to the application Supporting users involved during user acceptance testing including provision of user test cases Training to the user community on the existing functionality and new rollouts Processes/Modules Maintenance of data, workflow etc. for various processes/modules Support creation of ITSM record templates (incident, change, problem, other) Investigating any issue/bug reported by user and addressing it Roles & Responsibilities Supplier Customer Adding categorizations to the system and creating the corresponding group skill mappings (if any) Adding new resolution codes/categories Maintenance/modification of incident management and service request management, other ITSM module resolution confirmation and survey forms Configuration of foundation data – locations, regions, site department etc. Maintenance of interface with other ITSM modules Add/modify SLAs, OLAs and UCs for appropriate processes/modules Support creation/modification of standard change templates Maintenance of change calendar and maintenance window Defining and/or modifying approvers based on categorizations for various processes/modules Maintenance of the service request catalogue and the Portal Addition of new and/or modification of existing service requests in the service request catalogue Maintenance of interface with other knowledge management applications/tools, if applicable Add, modify or delete asset/CI classes, types and relationship types, support of other related activities Support bulk and/or manual data upload in the database User Management Creation of user profiles, for example - test users Setting and modifying user data, for example - modification of location, email address etc. Profile deletion Group memberships Access and permissions Incident Requests – to provide user support with regards to issues to the workflow or application Co-coordinating with other support groups as required Configuration and maintenance of outgoing and incoming emails Creation and maintenance of UDM jobs for data load Maintenance of SSO and LDAP Integrations Onboarding and configuration of Additional software publishers based on customer’s priorities Onboarding and configuration of service maps based on customer’s priorities Configuration and maintenance of Data Archival and Purge processes to satisfy Customer Data Retention Schedule Support Management Issue logging with ServiceNow Support Track issues assigned to ServiceNow Support Liaise with ServiceNow Support to facilitate issue resolution Maintain the integrity of the ServiceNow platform across production and non-production environments. Provide ServiceNow configuration assistance including, but not limited to – screen tailoring, workflow administration, report setup, data imports, LDAP integration and software integrations Troubleshoot patch / release management issues. Create and use update sets to move customizations between nonproduction and production systems. Work with stakeholders to identify and refine requirements, workflows, etc. Understand system logs and troubleshoot pertinent issues on the platform. Maintain JavaScript server/client code. Platform Performance and Optimization Review and address Health Scan finding Create, update and retire library entries. Update and retire integrations. Create an access control rule (ACL) Search, populate, and customize the knowledge base. Create, monitor, modify, and publish service catalogue workflows with approvals. Create new service catalogue requests and items with variables. Build reports, dashboards, and home pages.

Other Requirements

Roles & Responsibilities Supplier Customer User Guidance Guide a user about usage of the application, when required Review and update reference material available to the end users because of any development or configuration changes to the application Supporting users involved during user acceptance testing including provision of user test cases Training to the user community on the existing functionality and new rollouts Processes/Modules Maintenance of data, workflow etc. for various processes/modules Support creation of ITSM record templates (incident, change, problem, other) Investigating any issue/bug reported by user and addressing it Roles & Responsibilities Supplier Customer Adding categorizations to the system and creating the corresponding group skill mappings (if any) Adding new resolution codes/categories Maintenance/modification of incident management and service request management, other ITSM module resolution confirmation and survey forms Configuration of foundation data – locations, regions, site department etc. Maintenance of interface with other ITSM modules Add/modify SLAs, OLAs and UCs for appropriate processes/modules Support creation/modification of standard change templates Maintenance of change calendar and maintenance window Defining and/or modifying approvers based on categorizations for various processes/modules Maintenance of the service request catalogue and the Portal Addition of new and/or modification of existing service requests in the service request catalogue Maintenance of interface with other knowledge management applications/tools, if applicable Add, modify or delete asset/CI classes, types and relationship types, support of other related activities Support bulk and/or manual data upload in the database User Management Creation of user profiles, for example - test users Setting and modifying user data, for example - modification of location, email address etc. Profile deletion Group memberships Access and permissions Incident Requests – to provide user support with regards to issues to the workflow or application Co-coordinating with other support groups as required Configuration and maintenance of outgoing and incoming emails Creation and maintenance of UDM jobs for data load Maintenance of SSO and LDAP Integrations Onboarding and configuration of Additional software publishers based on customer’s priorities Onboarding and configuration of service maps based on customer’s priorities Configuration and maintenance of Data Archival and Purge processes to satisfy Customer Data Retention Schedule Support Management Issue logging with ServiceNow Support Track issues assigned to ServiceNow Support Liaise with ServiceNow Support to facilitate issue resolution Maintain the integrity of the ServiceNow platform across production and non-production environments. Provide ServiceNow configuration assistance including, but not limited to – screen tailoring, workflow administration, report setup, data imports, LDAP integration and software integrations Troubleshoot patch / release management issues. Create and use update sets to move customizations between nonproduction and production systems. Work with stakeholders to identify and refine requirements, workflows, etc. Understand system logs and troubleshoot pertinent issues on the platform. Maintain JavaScript server/client code. Platform Performance and Optimization Review and address Health Scan finding Create, update and retire library entries. Update and retire integrations. Create an access control rule (ACL) Search, populate, and customize the knowledge base. Create, monitor, modify, and publish service catalogue workflows with approvals. Create new service catalogue requests and items with variables. Build reports, dashboards, and home pages.
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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.