IT Process Engineer Consultant - HCLTech Colombo

About the job

Job Summary:

This role is responsible for managing and resolving critical incidents within large-scale IT operations, ensuring service continuity and SLA compliance. The position leverages advanced expertise in ITSM tools to optimize processes, drive operational excellence, and introduce innovative solutions that enhance business outcomes and client satisfaction.

Key Responsibilities:

1. Critical Incident Management: Lead end-to-end management of high-impact incidents using ServiceNow and BMC Remedy, ensuring rapid resolution and adherence to client SLAs.
2. Process Optimization & Automation: Drive automation initiatives within ServiceNow Administration by implementing advanced workflows, integrations, and reporting for improved efficiency.
3. Technical Guidance: Provide expert support for incident escalation, root cause analysis, and service restoration using CA Service Desk and Avanti platforms.
4. Team Mentorship: Empower and mentor team members by sharing best practices in incident handling, communication protocols, and continuous service improvement.
5. Trend Analysis & Strategic Solutions: Analyze incident trends and develop strategies to prevent recurrence, leveraging ITSM toolsets and data analytics.
6. Stakeholder Collaboration: Work closely with internal teams to align incident management processes with business requirements and compliance standards.
7. Innovation & Tool Integration: Identify and integrate new tools or methodologies within ServiceNow and related ITSM platforms to enhance operational performance.

Skill Requirements:

• ServiceNow Expertise: Advanced knowledge of ServiceNow administration and configuration.
• ITSM Tools Proficiency: Strong experience with BMC Remedy, CA Service Desk, and Avanti.
• Workflow Optimization: Ability to analyze, optimize, and automate incident management processes.
• Leadership & Communication: Skilled in mentoring teams and conveying technical information effectively.
• ITIL Knowledge: Excellent understanding of ITIL processes and service management best practices.
• Analytical Skills: Advanced problem-solving and trend analysis capabilities for process improvement.

Certifications:

• Mandatory: ITIL Expert or ITIL Managing Professional certification.

Apply Now or tag someone who fits this role!

tristanto.nicholas@hcltech.com