Track Manager Process Consulting, ServiceNow

Job description

This role provides expert leadership in optimizing IT service management processes and tools, driving operational excellence for large-scale projects. The individual is responsible for leveraging deep expertise in ServiceNow administration, process consulting, and ITSM platforms to deliver continuous improvement, strategic innovation, and robust client outcomes. They empower teams, ensure SLA adherence, and champion process innovation to support organizational goals. Key Responsibilities 1. Lead process consulting engagements by leveraging ServiceNow, BMC Remedy, and CA Service Desk to analyze, optimize, and standardize ITSM workflows for enhanced operational efficiency. 2. Drive ServiceNow administration and support activities, ensuring platform stability, performance, and alignment with evolving business requirements. 3. Develop and implement advanced process automation solutions using ServiceNow and Avanti, reducing manual effort and improving reporting accuracy. 4. Guide root cause analysis and continuous improvement initiatives in ITSM processes, identifying and implementing innovative solutions to recurring operational challenges. 5. Mentor and empower support teams in ITSM best practices and tool usage, fostering a culture of knowledge sharing and proactive problem-solving. 6. Ensure end-to-end client SLA compliance by proactively monitoring ITSM tool performance and facilitating transparent communication of service metrics and project goals. 7. Collaborate with internal stakeholders to translate business objectives into actionable process improvements leveraging ITSM platforms. Skill Requirements 1. Advanced Knowledge Of Bmc Remedy, Ca Service Desk, And Avanti Platforms 2. Excellent Skills In Process Analysis, Workflow Optimization, And Automation Within Itsm Environments 3. Strong Ability To Lead, Mentor, And Empower Technical Teams 4. Excellent Understanding Of Complex Operational Management In LargeScale It Projects 5. Advanced Proficiency In ItilBased Service Management And Continuous Improvement Methodologies 6. Excellent Communication, Stakeholder Management, And Client Engagement Skills Other Requirements 1. ITIL Expert or ServiceNow Certified System Administrator (CSA) certification highly recommended 2. ServiceNow Certified Implementation Specialist (CIS) certification optional but valuabl Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. 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