Track Lead - Process Management, ServiceNow
India
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Job Description
Track Lead - Process Management, ServiceNow
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Knowledge Management & StrategyKnowledge Lifecycle Governance: Own the creation, review, categorization, and retirement of Knowledge Base (KB) articles for both end-users (self-service) and service desk analysts.Shift-Left Cultivation: Partner with technical towers (Workplace/EUC, Cloud, Network) to transition complex technical resolutions into structured, lower-level service desk documentation.KCS Framework Implementation: Advocate for and embed Knowledge-Centered Service (KCS) practices, ensuring analysts capture, structure, and reuse knowledge dynamically during incident resolution.Search Optimization: Continuous tuning of taxonomies, tags, and search algorithms within the ITSM tool to improve article discoverability.

Key Responsibilities

Quality Assurance & ComplianceTransactional Auditing: Design and execute the transactional QA monitoring framework across all channels (Voice, Chat, Email, ITSM Tickets).Calibration Management: Lead regular quality calibration sessions with Team Leads, Trainers, and Operations Managers to ensure consistency in performance evaluation standards.Root Cause Analysis (RCA): Deep-dive into Customer Dissatisfaction (DSAT) triggers, systematic quality failures, and process gaps to establish comprehensive corrective actions.Compliance & Risk Monitoring: Ensure support interactions adhere to corporate data privacy rules (GDPR, HIPAA where applicable), security protocols, and operational compliance standards.

Skill Requirements

1. Strong Understanding Of Itil Framework And Process Management Principles.
2. Proficiency In Servicenow (Snow) Administration And Support.
3. Familiarity With Bmc Remedy, Ca Service Desk, And Avanti For Effective Service Management.
4. Excellent Problem-Solving And Analytical Skills To Enhance Operational Systems.
5. Strong Leadership Capabilities With A Focus On Team Empowerment And Development.

Coaching, Training & Continuous ImprovementPerformance Coaching: Translate QA audit findings into actionable coaching insights, collaborating with Team Leads to address individual analyst skill gaps.Trend Identification: Analyze macro-level quality performance and knowledge usage data to highlight broader training needs for the service desk ecosystem.Continuous Improvement Initiatives: Lead service optimization projects leveraging LEAN or Six Sigma principles to reduce friction points in the agent and user experience.

Other Requirements

N/A
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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 227,000 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 March 2026 totaled $14.7 billion.