Track Manager - ServiceNow, IT Service Management
India
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Job Description
Track Manager - ServiceNow, IT Service Management
Chennai, Tamil Nadu

Job Summary

Experience: 10+ Years | Location: Offshore-India | Practice: ServiceNow The ServiceNow Solution Architect leads end‑to‑end architecture, governance, and scalability of the ServiceNow platform at Husqvarna. This role partners with business/product owners and engineering teams to translate outcomes into secure, performant, and maintainable ServiceNow solutions across ITSM, ITOM, HRSD, CSM and custom apps.

Key Responsibilities

Platform Strategy & Roadmap: Own the multi‑year ServiceNow platform roadmap, reference architecture, and standards; align with Husqvarna cloud-first and modernization programs. Solution Architecture: Design scalable, secure solutions spanning ITSM, ITOM (Discovery, Service Mapping, CMDB health), HRSD, CSM, EC Pro, CMDB, SAM Pro, App Engine, Reports & Dashboards, define NFRs for performance, resilience, and availability. Integration Architecture: Lead API-first and event-driven integrations with enterprise systems (REST/SOAP, webhooks, message queues); establish API governance, versioning, and re-usable integration patterns. Data & CMDB: Define CMDB model, class strategy, relationships, data quality KPIs; drive Discovery/Service Mapping onboarding and reconciliation policies. Security & Compliance: Enforce RBAC/ABAC, encryption, secret management, audit/compliance controls; review ACLs, data separation, and tenant models. DevOps & Release: Implement CI/CD for update sets, app repos, automated testing (ATF), code quality gates, and environment promotion strategy. Operations Excellence: Establish observability (logs, metrics, APM), capacity planning, performance tuning; lead platform health checks and technical debt remediation. Governance: Chair Architecture Review Board for SNOW changes; publish design patterns, guardrails, and coding standards; approve custom apps/solutions. Stakeholder Management: Translate business capabilities to technical designs; present trade‑offs and solution options to leadership and cross‑functional teams.

Skill Requirements

1. 10+ years of deep ServiceNow development, architecture, and module implementation experience. 2. Strong proficiency in: JavaScript, Glide APIs, Business Rules, Client Scripts, Script Includes, Flow Designer, IntegrationHub, REST/SOAP, and platform automation. 3. Advanced understanding of: ITSM, ITOM workflows, HRSD, EC Pro, CSM, Discovery, Service Mapping, SAM Pro, App Engine, Service Catalog, Request Management, ServiceNow Dashboards & Reports, SLAs/OLAs, CMDB governance, and data integrity best practices. 4. Proven experience managing multi-functional teams, development pipelines, roadmaps, and module expansions. 5. Strong knowledge of ServiceNow upgrades, update sets, version migration, DevOps/CI-CD pipelines (Git, Jenkins). 6. Excellent communication, documentation, leadership, and stakeholder engagement skills.

Other Requirements

Mandatory ServiceNow Certifications:  ServiceNow Certified System Administrator (CSA)  At least one ServiceNow CIS (Certified Implementation Specialist) certification, such as: ITSM, ITOM, HRSD, CSM, SAM Pro, Discovery, Service Mapping, App Engine, etc.  ServiceNow Certified Application Developer (CAD)
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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.