Job Description

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SME - Change Management, ServiceNow
India

SME - Change Management, ServiceNow
Job Summary
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. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets And Incidents Through Effective Change Management Processes, Adhering To Slas And Itil Best Practices.
2. Mentor And Guide Team Members By Preparing Standard Operating Procedures (Sops), Maintaining Comprehensive Documentation, And Actively Participating In Knowledge-Sharing Initiatives.
3. Validate Change Order Implementation Plans And Ensure Adherence To Human Error Compliance, Contributing To Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Engaging In Customer Meetings To Gather Feedback, Understand Challenges, And Ensure Effective Communication Of Solutions.
5. Conduct Thorough Analyses, Including Root Cause Analysis And Trend Analysis, To Prepare Detailed Performance Reports For Presentation To Key Business Stakeholders, Facilitating Informed Decision-Making.
Skill Requirements
1. Strong Understanding Of Change Management And Itil Frameworks.
2. Proficient In Servicenow (Snow), Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Excellent Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.
4. Strong Communication And Presentation Skills For Stakeholder Engagement.
5. Ability To Develop And Maintain Comprehensive Documentation And Sops.
Other Requirements
1. Itil Foundation Certification (Recommended).
2. Change Management Certification (Optional But Valuable)
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.
23 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: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg 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.
Copyright 2025 HCL Technologies Limited
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Skills Required