Track Manager - ServiceNow, IT Service Management

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

In short

This role leads the functional consulting and operations management for ServiceNow ITSM solutions in complex environments, driving process optimization and ensuring alignment with client service expectations. The individual will empower teams through expert guidance, ensuring effective delivery and continuous improvement of ITSM processes to meet organizational and client objectives.

Responsibilities

Lead ServiceNow ITSM process optimization by analyzing workflows and implementing best practices to enhance operational efficiency and reporting.
Oversee ServiceNow platform configuration and customization, ensuring solutions align with complex client requirements and organizational standards.
Provide expert functional consulting on ServiceNow modules such as Incident, Problem, Change, and Request Management, driving process improvements and automation.
Mentor and guide project teams in ServiceNow ITSM adoption, fostering skill development and promoting knowledge sharing within the team.
Collaborate with clients to translate business needs into ServiceNow ITSM solutions, ensuring delivery meets or exceeds service level agreements (SLAs).
Identify and introduce innovative ServiceNow functionalities and integrations to advance ITSM capabilities and support digital transformation initiatives.
Ensure compliance with governance, risk, and compliance frameworks by leveraging ServiceNow GRC modules where applicable.
Drive continuous service improvement by leveraging ServiceNow analytics and reporting tools to measure performance and recommend enhancements.

Requirements

Advanced knowledge of ServiceNow Platform Configuration, Workflow Automation, and Integration Capabilities.
Excellent ability to translate complex business requirements into ServiceNow solutions.
Strong mentoring skills to empower and upskill project teams in ServiceNow ITSM best practices.
Excellent communication and client engagement skills, with a focus on delivering measurable business outcomes.
In-depth understanding of ITIL processes and their implementation within the ServiceNow environment.
Advanced proficiency in ServiceNow reporting and analytics tools.

Desired Qualifications

ServiceNow Certified Implementation Specialist – ITSM (recommended)
ITIL 4 Foundation Certification (optional but valuable)

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
A place that puts its people first.
Work with a global technology company with over 223,000 people across 60 countries.
Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Skills

ServiceNowIT Service ManagementITILWorkflow AutomationIntegrationReportingAnalytics

#ServiceNow#ITSM#ITIL#Process Optimization#Client Management

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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