SME - Incident Management, ServiceNow

HCL Technologies Limited is seeking an SME - Incident Management, ServiceNow to join an on-site team in France. The role centers on incident management and asset management within ITIL-aligned processes, with a focus on delivering reliable service while keeping costs under control. This position is a fit for someone who enjoys collaborating with clients and internal teams to move incidents toward resolution.

The role is full-time and onsite in France, and it’s a good match for someone who thrives at the intersection of technology and operational support, with a knack for communicating clearly with stakeholders and translating complex issues into practical actions.

If you’re comfortable guiding teammates, presenting findings to business audiences, and working closely with customers to understand problems and propose solid solutions, you’ll likely feel at home in this position.

Incident management in practice

On a day-to-day basis you’ll manage escalated incidents, applying ITIL frameworks to ensure timely resolution and strict adherence to SLAs. You’ll use your experience to keep responses efficient and in line with established standards, while balancing speed with quality outcomes.

You’ll also mentor administrators, draft standard operating procedures, and keep documentation up to date, actively sharing knowledge across the team to raise overall capability and consistency.

Part of the role involves validating change plans to minimize human error and supporting capacity planning efforts so resources are allocated where they’re needed most. You’ll engage with stakeholders to understand impact and help plan for variations in demand.

Customer relationships matter here, so you’ll participate in meetings to understand issues and propose solutions that boost satisfaction and trust. You’ll also perform root cause and trend analyses and prepare reports to present findings to key business stakeholders, driving continuous improvements in performance.

What you’ll need to bring to the table

You should have a solid grasp of incident management principles and ITIL practices, with hands-on experience applying them in a real-world setting.

Experience with service-management tools is essential, especially hands-on work with platforms such as ServiceNow, BMC Remedy, or CA Service Desk.

Strong analytical skills are important for conducting root cause analyses and spotting trends that inform better decisions and preventative actions.

Clear communication and the ability to present findings to stakeholders are also required, since you’ll be translating technical details into actionable insights for a diverse audience.

• Solid grasp of incident management fundamentals and ITIL concepts
• Hands-on experience with service-management platforms, including ServiceNow, BMC Remedy, or CA Service Desk
• Strong analytical abilities for root cause analysis and trend identification
• Excellent communication and presentation skills to engage stakeholders

You’ll be preferred to have ITIL Foundation certification, and a ServiceNow Administrator certification is considered valuable, though not mandatory.

• ITIL Foundation certification is preferred
• A ServiceNow Administrator certification is optional but valuable

Location, setup and practical details

The role is based on site in France and is full-time with the company operating in an onsite capacity.

Tips to stand out for this SME role

Lead your resume with explicit ITIL and incident-management experience, and give a concrete example of a situation where you resolved an escalated incident on time while meeting SLAs.

Back up your claims with real-world evidence of root cause analyses and trend reports you’ve produced, including how those findings influenced a change or improvement in the process.

Be ready to discuss your approach to change management and capacity planning, including specific plans you’ve contributed to and what resource adjustments you recommended.

Think of a thoughtful interview question that connects to this role, such as how the team balances incident response with asset management objectives or how SLAs are tracked during periods of high demand.