Track Manager - Process Management, ServiceNow

HCL Technologies Limited; Chennai District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

HCL Technologies Limited invites applications for a Track Manager - Process Management role in Chennai, focusing on unifying and optimizing IT service desk operations during a merger. You will assess both companies’ processes, design a future-state service desk, and define tool/license needs for a seamless transition.

You will lead process harmonization, establish escalation and governance, and create publishable SOPs and knowledge assets to measure performance.

Qualifications

• 6+ years of experience in IT service management or service desk consulting.
• Experience in service desk merger or consolidation.
• ITIL Foundation preferred; higher ITIL certifications are a plus.

Responsibilities

• Assess current service desk operating models and SLAs for two companies.
• Design a unified future-state service desk model and governance.
• Define ITSM tool requirements for merged setup and licensing.
• Create knowledge base structure, SOPs, and reporting templates.
• Identify risks and prepare implementation roadmap.

Skills

ITSM

ITIL

Stakeholder management

Process documentation

Gap analysis

Runbooks and RACI

Education

Bachelor’s degree in IT/CS/Business

Tools

ServiceNow

Jira Service Management

Freshservice

ManageEngine

BMC Remedy

Job description

Track Manager - Process Management, ServiceNow Track Manager - Process Management, ServiceNow India Job Description Track Manager - Process Management, ServiceNow Chennai, Tamil Nadu

Job Summary

Job Description : Primary - IT ServiceDesk setup and process integration Process Consultant will support the merger and integration of two companies’ IT service desk operations by assessing existing processes, tools, licenses, support models, application support workflows, SLAs, and knowledge management practices. The role will define a unified service desk operating model, recommend ITSM tool and license requirements, and create standardized processes to ensure a smooth transition, consistent user experience, and measurable service performance

Key Responsibilities

Assess the current service desk operating models of both companies, including ticket volumes, support channels, user groups, service scope, application support processes, and escalation paths.

• Analyze similarities, gaps, overlaps, and conflicts across existing service desk processes, ITSM workflows, support hours, SLAs, OLAs, priority models, and governance practices.
• Design a unified future-state service desk model covering ticket intake, categorization, assignment groups, triage, escalation, resolution, closure, fulfilment, and reporting.
• Define ITSM tool requirements for the merged setup, including incident management, service request management, problem management, change enablement, knowledge management, service catalog, CMDB, reporting, automation, and integration capabilities.
• Assess existing ITSM tools and recommend whether to consolidate, migrate, retain, or rationalize platforms based on business needs, scalability, integrations, licensing, and supportability.
• Define license requirements for agents, fulfiller groups, approvers, business users, administrators, application support teams, reporting users, automation users, and integration accounts.
• Review and standardize application support processes, including ticket routing, L1/L2/L3 responsibilities, application ownership, escalation matrix, handoff process, monitoring alerts, known error handling, and release support coordination.
• Recommend support hours and coverage models such as business hours, extended hours, regional support, follow-the-sun, 24x5, or 24x7 based on business criticality and application priority.
• Define SLA, OLA, priority, severity, escalation, and breach management framework for both infrastructure and application support services.
• Create knowledge base structure, article templates, ownership model, review frequency, migration approach, and publishing workflow for the merged service desk.
• Identify transition risks, process dependencies, user impact, tool migration considerations, training needs, and adoption challenges during the service desk merger.
• Prepare process documentation, SOPs, workflows, RACI matrices, support model documents, reporting templates, governance dashboards, and implementation roadmap.

Skill Requirements

Strong understanding of ITIL-based IT service management processes, including incident, service request, problem, change, knowledge, service catalog, CMDB, and escalation management.

• Experience in service desk consolidation, transition, merger, or transformation programs across enterprise environments.
• Ability to assess ITSM platform capabilities and define functional, licensing, integration, automation, reporting, and access requirements.
• Experience defining application support operating models, including L1/L2/L3 support structure, ownership model, escalation matrix, release support, and application-specific SLAs.
• Working knowledge of ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, ManageEngine, BMC Remedy, or similar tools.
• Ability to conduct current-state assessment, gap analysis, stakeholder workshops, process harmonization, and future-state operating model design.
• Strong process documentation skills, including SOPs, workflows, swimlane diagrams, runbooks, RACI matrices, service catalogs, and knowledge base articles.
• Good stakeholder management, facilitation, communication, and presentation skills across business, IT, vendor, and application support teams.
• Analytical mindset with the ability to translate business requirements into operational processes, license estimates, KPIs, and governance metrics.

Other Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

• 6+ years of experience in IT service management, service desk consulting, process transformation, ITSM implementation, or IT operations management.
• Experience in service desk merger, consolidation, transition, or operating model transformation is preferred.
• ITIL Foundation certification is preferred; ITIL Intermediate, ITIL Managing Professional, COBIT, or Lean Six Sigma certification will be an advantage.
• Experience with ITSM tool assessment, licensing analysis, application support process design, and enterprise service desk governance will be an advantage.
• Knowledge of automation, self-service portals, chatbots, virtual agents, AI-enabled service desk, and service catalog optimization is desirable.

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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