Administrator with Tools and Standards (Axon)-Quality Control-ITIL in Texas | HCLTech
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Job Description

Administrator

Job Summary

  • Location: Texas

  • Project role: Administrator

  • Qualification: B-Tech

  • Experience: 2.5-5 Years

  • Skills: ITIL

  • No. of positions: 1

Job description:

Strong work experience/knowledge of the Applications supported in the USAA environment
2+ years of experience in ITSM / ITIL practices
ITIL Certification
Knowledge of ServiceNow ITSM process modules (Incident/Request/Service Desk/Knowledge)
Knowledge of fundamental data analytics practices
Agile team experience
Experience educating internal or external customers in ITSM best practice

  • 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 & management, Training freshers, coaching analysts
  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

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