Tower Lead - Knowledge Mgmt, ServiceNow
India
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Job Description
Tower Lead - Knowledge Mgmt, ServiceNow
Delhi, Delhi

Job Summary

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Drive The Generation Of Tower-Level Ee And En Revenue By Implementing Effective Knowledge Management Strategies And Itil Best Practices.
2. Ensure Timely Closure Of All Responsibilities, Tasks, And Escalations By Monitoring Adherence To Agreed Sla Norms And Implementing Corrective Actions As Needed.
3. Oversee Operational Hygiene By Validating Service Reports And Ensuring That All Services Are Delivered In Accordance With The Sow, Leveraging Tools Such As Bmc Remedy And Ca Service Desk.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Enhancing Service Delivery And Stakeholder Engagement.
5. Lead The Implementation Of The Profit Improvement Plan (Pip) By Identifying Opportunities For Automation And Fostering Self-Driven Initiatives That Enhance Operational Efficiency.

Skill Requirements

1. Strong Proficiency In Knowledge Management And Itil Processes.
2. Experience With Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti Tools.
4. Excellent Analytical And Problem-Solving Skills To Manage Escalations Effectively.

Other Requirements

1. Itil Certification (Recommended).
2. Knowledge Management Certification (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.