Job Description
Job Title:  ADMINISTRATOR L3(CONTRACT)
City:  Pune
State/Province:  Maharashtra
Posting Start Date:  4/2/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description: 

Job Description

Account Name - HSBC

Location - Pune/Hyderabad

WO value - 220k

JD:

Role Summary for CMDB Implementation Specialist (1 position)

We require hands-on ServiceNow CMDB technical contractors to design, implement, integrate, and stabilise an enterprise-grade CMDB aligned to CSDM for a regulated banking environment.

Both contractors will work as full-stack CMDB engineers, owning configuration, integrations, discovery, service mapping, data quality, and governance controls to enable service visibility, operational resilience, and AI-enabled service management.

 

  1. Key Responsibilities

Configure and administer ServiceNow CMDB aligned to CSDM

  • Design and maintain CI class models, relationships, lifecycle states, and reconciliation rules
  • Implement and operate ServiceNow Discovery and Service Mapping for Tier-1 / critical services
  • Configure MID Servers, data sources, and automated CI ingestion
  • Build and support integrations using IntegrationHub, APIs, and transform maps
  • Implement de-duplication, source-of-truth, and certification controls
  • Configure and monitor CMDB Health dashboards (completeness, correctness, compliance)
  • Support CMDB use cases for Incident, Change, Problem, ITOM, and AIOps
  • Produce technical documentation and support operational handover

 

2. Required Skills & Experience

  • 4–6+ years of hands-on ServiceNow platform experience
  • Strong expertise in:
    • CMDB
    • Discovery
    • Service Mapping
    • IntegrationHub / APIs
  • Proven experience implementing CSDM
  • Experience in banking or regulated environments preferred
  • Strong understanding of CI lifecycle, service modelling, and dependency mapping
  • ServiceNow certifications (CSA, CIS, CSDM) desirable

 

3. Deliverables & Success Measures

  • CSDM-aligned CMDB implemented and operational
  • 95% CMDB data quality (completeness and accuracy)
  • Tier-1 services fully mapped with validated dependencies
  • Reduction in manual CMDB updates and incident impact assessment time
  • Audit-ready CMDB with defined ownership and certification

 

4. Business Outcome

These contractors will establish a trusted, automated CMDB foundation enabling:

  • Faster and more accurate incident impact analysis
  • Improved change risk assessment
  • Operational resilience for critical services
  • AI-ready service management and AIOps capabilities

Thanks & Regards,

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Do

  • Ensure timely response of all the tickets raised by the client end user
  • Service requests solutioning by maintaining quality parameters
  • Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
  • Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
  • Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
  • Provide an acceptance and immediate resolution to the high priority tickets/ service
  • Installing and configuring software/ hardware requirements based on service requests
  • 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
  • Provide application/ user access as per client requirements and requests to ensure timely solutioning
  • Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
  • Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
  • Coordinate with on-site team for complex problem resolution and ensure timely client servicing
  • Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

No Performance Parameter Measure
1.   100% adherence to SLA/ timelines
Multiple cases of red time 
Zero customer escalation
Client appreciation emails 

 

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Mandatory Skills: MS System Center Configuration Manager .

 

Experience: 3-5 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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