Track Manager - Problem Management, ServiceNow

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

Track Manager - Problem Management, ServiceNow

Job Summary

This role is responsible for leading advanced operations in problem management and ServiceNow administration, driving continuous improvement across large-scale projects. The individual ensures operational excellence by optimizing ITSM processes, mentoring teams, and delivering innovative solutions in alignment with client requirements and organizational objectives.

Key Responsibilities

• 1. Lead problem management practices using ServiceNow, BMC Remedy, and CA Service Desk to identify root causes, drive permanent resolutions, and minimize service disruptions across complex environments.
• 2. Oversee and optimize SNOW administration by configuring workflows, automating incident and problem records, and ensuring data integrity for actionable management reporting.
• 3. Develop and implement advanced operational processes using ITSM tools to enhance information flow, business process efficiency, and organizational planning.
• 4. Mentor and guide support teams in best practices for problem analysis, resolution strategies, and tool utilization, fostering a culture of technical excellence and continuous improvement.
• 5. Collaborate with stakeholders to understand client requirements, ensuring service delivery aligns with contractual SLAs and proactively addressing potential service issues.
• 6. Drive innovation by evaluating and deploying new ITSM tool features, integrations, and automation opportunities to improve service quality and operational agility.
• 7. Provide expert-level solutions tailored to unique customer environments, leveraging in-depth knowledge of problem management frameworks and ITSM platforms.

Skill Requirements

• 1. Excellent Proficiency In Servicenow Administration, Including Workflow Configuration, Automation, And Reporting.
• 2. Advanced Expertise In Bmc Remedy, Ca Service Desk, And Avanti For Enterprise Itsm Operations.
• 3. Excellent Analytical And ProblemSolving Skills For Root Cause Analysis And Process Design.
• 4. Strong Leadership In Mentoring Teams And Driving Process Innovation.
• 5. Advanced Communication Skills For Effective Stakeholder Management And Transparent Reporting.

Other Requirements

• 1. ITIL Expert or ITIL Managing Professional certification (optional but highly valuable).
• 2. ServiceNow Certified System Administrator (recommended).
• 3. BMC Remedy Administrator or Service Desk certifications (optional but valuable)

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 223,000 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 June 2026totaled $14.8billion.

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