HCLTech is a integral leader in technology and IT services, renowned for delivering innovative digital transformation solutions to clients across diverse industries. With a presence in over 50 countries and a workforce exceeding 220,000 professionals, HCLTech is committed to driving excellence, fostering a culture of integrity and inclusivity, and consistently exceeding client expectations. Recognized for its pioneering approach and numerous industry accolades, HCLTech empowers organizations to achieve their business objectives through state-of-the-art technology and a collaborative spirit.
Overview of the Role
As a ServiceNow Incident Management Specialist, you will play a pivotal role in ensuring seamless IT service delivery through the administration, development, and optimization of the ServiceNow platform. You will be responsible for managing incident lifecycles, implementing ITIL-aligned processes, and collaborating with cross-functional teams to drive operational excellence. Your expertise will directly impact the efficiency, reliability,



and continuous improvement of IT services within the organization.
Detailed Responsibilities
- Oversee and manage the end-to-end ServiceNow Incident Management process, ensuring timely resolution and adherence to SLAs.
- Administer and configure the ServiceNow platform to support incident management and related ITIL processes.
- Develop, enhance, and maintain workflows, business rules, and automation scripts within ServiceNow.
- Collaborate with IT service teams and stakeholders to identify improvement opportunities and implement best practices for incident management.
- Provide training, guidance, and support to users and technical teams on ServiceNow functionalities and ITIL processes.
- Monitor platform performance, generate incident reports, and analyze trends to recommend proactive solutions.
- Participate in platform upgrades, integrations, and the development of new ServiceNow modules as required.
- Ensure compliance wi

📌 Incident Manager (Pamplona)
🏢 HCLTech
📍 Pamplona