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SME - ServiceNow, IT Service Management - HCLTech
Software Engineer
Senior SME focused on ServiceNow and ITIL processes, driving automation and asset management to improve operational efficiency and SLA compliance.
About the role
Key Responsibilities
- Lead the design, development, and maintenance of ServiceNow automation tools to streamline IT service management workflows.
- Apply ITIL best practices to resolve escalated tickets and incidents, ensuring timely resolution and adherence to agreed SLAs.
- Collaborate with cross‑functional teams to integrate asset management data into ServiceNow, enhancing visibility and control.
- Mentor junior engineers, providing technical guidance on ServiceNow configuration, scripting, and automation strategies.
- Analyze system performance, identify bottlenecks, and implement improvements to increase reliability and efficiency.
Requirements
- Extensive experience as a ServiceNow SME with deep knowledge of ITIL processes.
- Proficiency in ServiceNow scripting (JavaScript, Glide APIs) and automation tools.
- Strong understanding of asset management concepts and integration techniques.
- Excellent problem‑solving skills and ability to work independently in a fast‑paced environment.
- Effective communication skills for mentoring and stakeholder collaboration.