Track Manager - Process Consulting, ServiceNow

Technology, Data & Digital · Software & Web Development · Software Engineering

In short

This role offers expert leadership in optimizing IT service management processes and tools, focusing on operational excellence for large-scale projects. The ideal candidate will leverage deep expertise in ServiceNow administration, process consulting, and ITSM platforms to drive continuous improvement and deliver robust client outcomes, while also empowering teams and ensuring SLA adherence.

Responsibilities

Lead process consulting engagements using ServiceNow, BMC Remedy, and CA Service Desk to analyze, optimize, and standardize ITSM workflows.
Drive ServiceNow administration and support, ensuring platform stability, performance, and alignment with business requirements.
Develop and implement advanced process automation solutions using ServiceNow and Avanti.
Guide root cause analysis and continuous improvement initiatives in ITSM processes.
Mentor and empower support teams in ITSM best practices and tool usage.
Ensure end-to-end client SLA compliance by monitoring ITSM tool performance and communicating service metrics.
Collaborate with internal stakeholders to translate business objectives into actionable process improvements using ITSM platforms.

Requirements

Advanced Knowledge of BMC Remedy, CA Service Desk, and Avanti Platforms
Excellent Skills in Process Analysis, Workflow Optimization, and Automation within ITSM Environments
Strong Ability to Lead, Mentor, and Empower Technical Teams
Excellent Understanding of Complex Operational Management in Large-Scale IT Projects
Advanced Proficiency in ITIL-Based Service Management and Continuous Improvement Methodologies
Excellent Communication, Stakeholder Management, and Client Engagement Skills

Desired Qualifications

ITIL Expert or ServiceNow Certified System Administrator (CSA) certification highly recommended
ServiceNow Certified Implementation Specialist (CIS) certification optional but valuable

Benefits

Supercharge your potential at HCLTech.
Find your career and spark at a company that puts people first.
Be part of a global technology company with a broad portfolio of technology services and products.

Skills

ServiceNowBMC RemedyCA Service DeskAvantiITSMProcess AnalysisWorkflow OptimizationAutomationITILStakeholder ManagementClient Engagement

#ITSM#ServiceNow#Process Consulting#ITIL#Automation#Workflow Optimization#SLA#Client Engagement

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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