Senior Administrator - ServiceNow, IT Service Management

HCL Technologies

HCL Technologies

IT

Posted on May 28, 2026
Job Description
Senior Administrator - ServiceNow, IT Service Management
Bangalore, Karnataka

Job Summary

Job Summary : Ensure consistent service quality and process compliance by executing detailed quality audits, identifying improvement areas, and supporting continuous quality uplift across Service Desk and support operations.
Job Responsibilities : Conduct regular quality audits of incidents, requests, calls, chats, and emails\r\nEvaluate adherence to SOPs, SLAs, ITIL processes, and customer standards\r\nAnalyze audit findings to identify trends, gaps, and systemic issues\r\nProvide detailed quality feedback to agents, leads, and operations managers\r\nSupport root cause analysis for quality failures and repeat defects\r\nTrack and report quality scores, audit metrics, and improvement actions\r\nCalibrate quality standards with operations, training, and process teams\r\nValidate effectiveness of training, knowledge articles, and process changes\r\nEnsure documentation accuracy and audit traceability\r\nEscalate high‑risk or chronic quality concerns to L3 Quality / Governance teams\r\nSupport internal and external audits and compliance reviews
Skill Requirement : ITIL 4 (Incident, Request, Quality / Continual Improvement concepts)\r\nService Desk and IT operations knowledge\r\nQuality frameworks and audit techniques\r\nITSM tools (ServiceNow or equivalent)\r\nReporting and analysis skills (Excel / Power BI preferred)
Other Requirement : Strong attention to detail and analytical mindset\r\nObjective and fair assessment capability\r\nClear, constructive feedback delivery\r\nStakeholder collaboration and follow‑through\r\nContinuous improvement orientation

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. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.
2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.
3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
4. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Servicenow Certified System Administrator Certification Is Optional But Valuable

Job Description : Quality score improvement trends\\\\r\\\\nReduction in repeat quality defects\\\\r\\\\nProcess and compliance adherence rate\\\\r\\\\nAccuracy and timeliness of audit reports\\\\r\\\\nEffectiveness of corrective actions\\\\r\\\\nStakeholder satisfaction
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.

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:

Industry-benchmarked compensation

Best-in-class healthcare benefits

Personal time off

Maternity and paternity benefits

Access to skills / higher education programs/resources

Discounts on products and services via Benefit Box

Participate in CSR programs and live life with a purpose

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.

See more open positions at HCL Technologies