職務内容：

About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SrAdmin-ChangeMgmt,ITIL,SNOWAdmin/Supp

Job Summary
The Sr Administrator for Tools & Automation plays a critical role in delivering advanced technical support and troubleshooting for Change Management processes. This position is essential for ensuring high-quality customer service, enhancing operational efficiency, and maintaining compliance with regulatory standards.

• Key Responsibilities
  1. Provide Advanced Technical Support For Complex Incidents Related To Change Management And Itil Processes, Performing Root Cause Analysis And Implementing Effective Solutions Using Bmc Remedy And Ca Service Desk.
  2. Collaborate With Cross-Functional Teams To Resolve Escalated Issues Within Agreed Slas, Ensuring Seamless Operations And Maintaining Security Posture In Line With Itil Best Practices.
  3. Manage And Update The Knowledge Base, Ensuring Documentation Is Current And Accessible, While Conducting Training Sessions For New Hires And Coaching Analysts On Tools And Automation Processes.
  4. Resolve Complex Tickets Effectively, Minimizing Rejected Resolutions And Re-Open Cases, While Focusing On First Call Resolution As A Key Metric For Customer Satisfaction (Csat).
  5. Adhere To Quality Standards And Regulatory Requirements, Promoting Company Policies And Best Practices Within The Team To Foster A Culture Of Continuous Improvement.
  
  Skill Requirements
  1. Advanced Knowledge Of Change Management Principles And Itil Framework.
  2. Proficiency In Using It Service Management Tools Such As Servicenow, Bmc Remedy, And Ca Service Desk.
  3. Strong Analytical Skills For Troubleshooting And Root Cause Analysis.
  4. Excellent Communication Skills For Customer Interactions And Team Collaboration.
  
  Certification
  1. Itil Foundation Certification Is Mandatory.
  2. Additional Itil Certifications (E.G., Itil Practitioner) Are Optional But Valuable.