Track Lead - ServiceNow,JavaScript
India
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Job Description
Track Lead - ServiceNow,JavaScript
Noida, Uttar Pradesh

Job Summary

Service Catalog Management

  • Define the criteria to onboard a catalog item onto Service Catalog
  • Document the requirements from catalog owner and design   the catalog item complying with the existing ITIL processes
  • Manage and maintain the documentation and knowledge base of the service catalog
  • Support/Direct catalog owner in creating technical knowledge base which is helpful for their stakeholders
  • Design, create, standardize the training content and train suppliers, technical teams and stakeholders
  • Act as a liaison for tools team and process owner, catalog owner, service request technical teams to support through the catalog item development/enhancement process
  • Drive and implement the Continual Service Improvements post completion of feasibility analysis and fit for purpose
  • Recommend and encourage the stakeholders to design the   catalog items including the workflow to comply with ITIL processes and framework
  • Explore, analyze and onboard the new features of Service Catalog configured in ServiceNow for every tool upgrade
  • Generate and publish the reports of Turn Around Time (TAT) for the service requests submitted from the service catalog.

Key Responsibilities

Service Request Management

 

  • • Configure and maintain the Service Request Management module in ServiceNow to align with business requirements.
  • • Monitor and analyze service request trends and provide actionable insights to improve efficiency.
  • • Collaborate with IT and business teams to define and document requirements for new service request features.
  • • Ensure proper integration of the Service Request Management module with other ServiceNow modules.
  • • Work closely with end-users, IT teams, and business units to ensure service request processes are user-friendly and efficient.
  • • Provide training and support to teams to effectively utilize ServiceNow for service requests.
  • • Create and maintain dashboards and reports to track key performance indicators (KPIs) related to service request management.
  • • Conduct periodic reviews of processes and identify areas for continuous improvement.
  • • Ensure service request workflows comply with organizational policies and regulatory standards.
  • • Maintain accurate documentation for all processes, configurations, and changes within the ServiceNow platform.

 

Skill Requirements

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Other Requirements

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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.