ServiceNow Problem Management Lead

HCL Technologies Limited; France; Hybride; EUR 70 000 - 110 000; Plein temps

Résumé du poste

HCL Technologies Limited is seeking a Track Manager for Problem Management with ServiceNow expertise. You will lead advanced problem management efforts, optimize ITSM processes, and mentor teams to deliver innovative solutions aligned with client requirements.

The role emphasizes overseeing SNOW administration, automation, and continuous improvement across large-scale environments while ensuring contractual SLAs are met and service quality is enhanced.

Qualifications

• Experience leading problem management using ITSM tools and frameworks.
• Strong analytical skills for root cause analysis and process design.
• Proven leadership and mentoring abilities in support teams.

Responsabilités

• Lead problem management using ServiceNow, BMC Remedy, CA Service Desk to identify root causes and minimize disruptions.
• Oversee ServiceNow administration: configure workflows, automate records, ensure data integrity.
• Develop and implement advanced ITSM processes to improve information flow and efficiency.
• Mentor teams in problem analysis, resolution strategies, and tool use.
• Collaborate with stakeholders to meet SLAs and address service issues proactively.
• Evaluate and deploy new ITSM features, integrations, and automation opportunities.
• Provide expert-level solutions tailored to client environments based on ITSM best practices.

Connaissances

ServiceNow Administration

BMC Remedy

CA Service Desk

Avanti ITSM

Formation

ITIL Expert or ITIL Managing Professional certification

ServiceNow System Administrator certification

BMC Remedy Administrator or Service Desk certifications

Outils

ServiceNow

BMC Remedy

CA Service Desk

Avanti

Description du poste

HCL Technologies Limited is seeking a Track Manager for Problem Management with ServiceNow expertise. You will lead advanced problem management efforts, optimize ITSM processes, and mentor teams to deliver innovative solutions aligned with client requirements.

The role emphasizes overseeing SNOW administration, automation, and continuous improvement across large-scale environments while ensuring contractual SLAs are met and service quality is enhanced.