Track Manager - Process Consulting, ServiceNow
India
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Job Description
Track Manager - Process Consulting, ServiceNow
Gautam Buddha Nagar, Uttar Pradesh

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.Adapts existing methods and procedures to create possible solutions to complex problems. • Understands the strategic direction set by management as it relates to team goals. • Lead and enrich the team of 3-5 or more technical resources. • Uses considerable judgment to determine solution and seeks guidance on complex problems. • Determines methods and procedures on new assignments and collaborates with other team members. • Primary upward interaction is with direct manager. May interact with peers and/or other management levels. • Manages large to medium work efforts assigned • Shall be able to manage multiple projects on Service Now 

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.Adapts existing methods and procedures to create possible solutions to complex problems. • Understands the strategic direction set by management as it relates to team goals. • Lead and enrich the team of 3-5 or more technical resources. • Uses considerable judgment to determine solution and seeks guidance on complex problems. • Determines methods and procedures on new assignments and collaborates with other team members. • Primary upward interaction is with direct manager. May interact with peers and/or other management levels. • Manages large to medium work efforts assigned • Shall be able to manage multiple projects on Service Now 

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

Adapts existing methods and procedures to create possible solutions to complex problems. • Understands the strategic direction set by management as it relates to team goals. • Lead and enrich the team of 3-5 or more technical resources. • Uses considerable judgment to determine solution and seeks guidance on complex problems. • Determines methods and procedures on new assignments and collaborates with other team members. • Primary upward interaction is with direct manager. May interact with peers and/or other management levels. • Manages large to medium work efforts assigned • Shall be able to manage multiple projects on Service Now

Other Requirements

: Adapts existing methods and procedures to create possible solutions to complex problems. • Understands the strategic direction set by management as it relates to team goals. • Lead and enrich the team of 3-5 or more technical resources. • Uses considerable judgment to determine solution and seeks guidance on complex problems. • Determines methods and procedures on new assignments and collaborates with other team members. • Primary upward interaction is with direct manager. May interact with peers and/or other management levels. • Manages large to medium work efforts assigned • Shall be able to manage multiple projects on Service Now


1. ITIL Expert or ServiceNow Certified System Administrator (CSA) certification highly recommended
2. ServiceNow Certified Implementation Specialist (CIS) certification optional but valuabl

 
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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.