SeniorAdministrator - IT Operations Management, RESTful API, Angular

Scope of Services:

• Provide technical break-fix (incident) support for ITOM & ITSM modules of ServiceNow
• Fulfil enhancement requests for ITOM and ITSM modules of ServiceNow

ServiceNow applications in-scope are:

1. IT Operations Management (ITOM)

• ServiceNow Discovery, associated plugins and integrations
• ServiceNow Event Management associated plugins and integrations

1. IT Service Management (ITSM)

• Incident Management, associated plugins and integrations
• Problem Management, associated plugins
• Change Management, associated plugins and integrations
• Configuration Management Database (“CMDB”), associated plugins and integrations
• Request Management and associated integrations
• Service Request catalogue
• Email notifications
• Customer Satisfaction (“CSAT”) surveys

1. Employee Center

Skill Requirements

Scope of Services excludes:

• Any development / enhancement work related to Artificial Intelligence (“AI”)
• Troubleshooting or development of new Service Maps
• Development of platform analytics reports and dashboard

PROVIDER RESPONSIBILITIES (SPECIFIC TASKS)

As a part of this statement of work, HCL will perform break-fix and enhancement activities the following

activities on Avnet’s ServiceNow instances:

Below is a list of key activities that will be performed by HCL (list not exhaustive):