Track Manager - Process Consulting, ServiceNow
India
Job Description
Track Manager - Process Consulting, ServiceNow
Job Summary
This role provides expert leadership in optimizing IT service management processes and tools, driving operational excellence for large-scale projects. The individual is responsible for leveraging deep expertise in ServiceNow administration, process consulting, and ITSM platforms to deliver continuous improvement, strategic innovation, and robust client outcomes. They empower teams, ensure SLA adherence, and champion process innovation to support organizational goals.
Key Responsibilities
1. Lead process consulting engagements by leveraging ServiceNow, BMC Remedy, and CA Service Desk to analyze, optimize, and standardize ITSM workflows for enhanced operational efficiency.
2. Drive ServiceNow administration and support activities, ensuring platform stability, performance, and alignment with evolving business requirements.
3. Develop and implement advanced process automation solutions using ServiceNow and Avanti, reducing manual effort and improving reporting accuracy.
4. Guide root cause analysis and continuous improvement initiatives in ITSM processes, identifying and implementing innovative solutions to recurring operational challenges.
5. Mentor and empower support teams in ITSM best practices and tool usage, fostering a culture of knowledge sharing and proactive problem-solving.
6. Ensure end-to-end client SLA compliance by proactively monitoring ITSM tool performance and facilitating transparent communication of service metrics and project goals.
7. Collaborate with internal stakeholders to translate business objectives into actionable process improvements leveraging ITSM platforms.
2. Drive ServiceNow administration and support activities, ensuring platform stability, performance, and alignment with evolving business requirements.
3. Develop and implement advanced process automation solutions using ServiceNow and Avanti, reducing manual effort and improving reporting accuracy.
4. Guide root cause analysis and continuous improvement initiatives in ITSM processes, identifying and implementing innovative solutions to recurring operational challenges.
5. Mentor and empower support teams in ITSM best practices and tool usage, fostering a culture of knowledge sharing and proactive problem-solving.
6. Ensure end-to-end client SLA compliance by proactively monitoring ITSM tool performance and facilitating transparent communication of service metrics and project goals.
7. Collaborate with internal stakeholders to translate business objectives into actionable process improvements leveraging ITSM platforms.
Skill Requirements
1. Advanced Knowledge Of Bmc Remedy, Ca Service Desk, And Avanti Platforms
2. Excellent Skills In Process Analysis, Workflow Optimization, And Automation Within Itsm Environments
3. Strong Ability To Lead, Mentor, And Empower Technical Teams
4. Excellent Understanding Of Complex Operational Management In LargeScale It Projects
5. Advanced Proficiency In ItilBased Service Management And Continuous Improvement Methodologies
6. Excellent Communication, Stakeholder Management, And Client Engagement Skills
2. Excellent Skills In Process Analysis, Workflow Optimization, And Automation Within Itsm Environments
3. Strong Ability To Lead, Mentor, And Empower Technical Teams
4. Excellent Understanding Of Complex Operational Management In LargeScale It Projects
5. Advanced Proficiency In ItilBased Service Management And Continuous Improvement Methodologies
6. Excellent Communication, Stakeholder Management, And Client Engagement Skills
Other Requirements
1. ITIL Expert or ServiceNow Certified System Administrator (CSA) certification highly recommended
2. ServiceNow Certified Implementation Specialist (CIS) certification optional but valuabl
2. ServiceNow Certified Implementation Specialist (CIS) certification optional but valuabl
Information at a Glance
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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:
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Industry-benchmarked compensation
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Best-in-class healthcare benefits
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Personal time off
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Maternity and paternity benefits
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Access to skills / higher education programs/resources
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Discounts on products and services via Benefit Box
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Participate in CSR programs and live life with a purpose
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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.