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SENIOR SPECIALIST Full-time Job

1 week ago Information Technology Chennai   13 views
Job Details

ITOM- L2• Define, prioritize, and execute ServiceNow ITOM operational needs• Implements new ServiceNow ITOM features and modules such as (but not limited to) Event Management, Agent Client Collector, etc.• Builds and develops monitoring tool integrations with ServiceNow event management.• Advising and researching on new ITOM tools and features.• Supports ServiceNow ITOM technical server environments (e.g. mid servers), including oversight of ongoing development activities and system administration.

  • To provide support for on call escalations and doing root cause analysis of given issue
  • To independently resolve tickets within agreed SLA of ticket volume and time
  • To adhere to quality standards, regulatory requirements and company policies
  • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

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Company Description
HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. With a worldwide network of R&D, innovation labs and delivery centers, and 137,000+ ‘Ideapreneurs’ working in 44 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.