Track Manager - Configuration Management
India
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Job Description
Track Manager - Configuration Management

Job Summary

This role is responsible for driving operational excellence in configuration management across complex, large-scale ServiceNow (SNOW) environments. The individual oversees administration and support for configuration management databases (CMDB) and ITSM tools, ensuring robust process optimization, adherence to client SLAs, and continuous service improvement. They empower teams through expert leadership, technical problem-solving, and the introduction of innovative practices, directly impacting business performance and customer satisfaction.

Key Responsibilities

1. Lead configuration management operations using ServiceNow Administration, ensuring accurate configuration item tracking, change management, and compliance with client SLAs for large-scale environments.
2. Oversee ITSM tool integration and maintenance utilizing BMC Remedy, CA Service Desk, and Avanti, optimizing workflows and automating processes to improve operational efficiency.
3. Drive continuous improvement initiatives by analyzing service delivery metrics in ServiceNow and proposing tool-based enhancements for process automation and reporting.
4. Mentor and guide support teams in advanced configuration management practices, fostering technical excellence and transparent communication of project goals.
5. Collaborate with internal stakeholders to evaluate and implement innovative solutions in ServiceNow and related ITSM tools, addressing evolving business and client requirements.
6. Ensure robust incident, change, and problem management through advanced configuration and customization of ITSM platforms, supporting organizational and client objectives.

Skill Requirements

1. Excellent Proficiency In Servicenow Administration, Including Cmdb, Workflow Design, And Automation.
2. InDepth Experience With Bmc Remedy, Ca Service Desk, And Avanti For Itsm Operations And Integration.
3. Advanced Proficiency In Itil Processes, Especially Configuration, Change, And Incident Management.
4. Excellent Analytical, ProblemSolving, And Mentoring Skills.
5. Strong Ability To Lead Teams, Drive Process Innovation, And Communicate Technical Solutions Effectively.

Other Requirements

1. ITIL Expert or ITIL Managing Professional (recommended)
2. ServiceNow Certified System Administrator (optional but valuable)
3. BMC Remedy Certified Administrator (optional but valuable
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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 226,600 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 2025 totaled $14.2 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.