Track Lead - Process Consulting, ServiceNow
India
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Job Description
Track Lead - Process Consulting, ServiceNow
Lucknow, Uttar Pradesh

Job Summary

 Process Design & Implementation Design ITIL-aligned processes such as: Incident Management Problem Management Change Management Service Request Management Release & Deployment Management Define workflows, procedures, and standard operating guidelines. Align IT processes with business objectives and service strategies. 2. Process Assessment & Improvement Analyze current ITSM processes to identify gaps and inefficiencies. Conduct maturity assessments (e.g., ITIL maturity models). Recommend and implement continuous improvement initiatives (CSI). 3. Stakeholder Engagement Work closely with: Business stakeholders IT teams Service owners Governance & Compliance Ensure adherence to ITIL best practices and organizational standards. Define KPIs (Key Performance Indicators) and SLAs (Service Level Agreements). Monitor process compliance and audit readiness. 5. Tool Configuration & ITSM Platforms Support configuration and optimization of ITSM tools like: ServiceNow BMC Remedy Jira Service Management Ensure tools align with process workflows and automation needs. 6. Documentation & Knowledge Management Develop and maintain: Process documents SOPs (Standard Operating Procedures) Work instructions

Key Responsibilities

1. Enhance Operational Systems By Utilizing Process Consulting And Itil Methodologies To Improve Management Reporting, Streamline Information Flow, And Optimize Business Processes For Effective Organizational Planning.
2. Analyze Client Requirements And Ensure That The Support Team Consistently Meets Client Expectations Through Proactive Engagement And Performance Management.
3. Lead And Mentor Project Teams Using Bmc Remedy, Ca Service Desk, And Avanti Tools, Ensuring Transparent Communication Of Project Goals And Fostering A Collaborative Environment.
4. Drive Innovation In Process Development By Implementing Best Practices And Leveraging Tools To Facilitate Organizational Progress And Continuous Improvement.
5. Provide Tailored Solutions That Align With Customer Needs And Operational Constraints, Utilizing Itil Frameworks To Achieve Significant Business Results.

Skill Requirements

Strong understanding of ITIL framework (ITIL v3 / ITIL 4) ITSM tools expertise Analytical and problem-solving skills Stakeholder management & communication Process modeling (e.g., BPMN) Knowledge of Agile/DevOps (optional but valuable)

Other Requirements

. Training & Awareness Train IT teams on ITIL processes and best practices. Conduct awareness sessions for stakeholders. Support organizational change management activities. 8. Performance Monitoring & Reporting Track metrics such as: Incident resolution time Change success rate SLA compliance Prepare reports and dashboards for leadership. Drive data-driven decision making. 9. Continuous Service Improvement (CSI) Identify opportunities for automation and optimization. Implement feedback loops and improvement plans. Promote a culture of continuous improvement. 10. Risk Management Identify risks related to IT services and processes. Ensure proper controls and mitigation strategies are in place. Support business continuity and disaster recovery readiness.
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.