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 with security, ri

📌 Incident Manager (Badajoz)
🏢 HCLTech
📍 Badajoz