Track Manager - ServiceNow, IT Service Management

HCL Technologies Limited; Gautam Buddha Nagar; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

HCLTech is seeking a Track Manager for ServiceNow ITSM in Gautam Buddha Nagar, Uttar Pradesh. This role leads functional consulting and operations management for ServiceNow ITSM in large-scale environments, driving process optimization and alignment with client expectations.

You will mentor teams, translate business needs into ITSM solutions, and promote innovations while ensuring SLAs are met and governance is maintained.

Qualifications

• Advanced knowledge of ServiceNow ITSM and related modules.
• Ability to translate business needs into ServiceNow solutions.
• Mentor project teams in ServiceNow ITSM best practices.
• Strong communication with clients to achieve measurable outcomes.
• Understanding of ITIL processes within the ServiceNow environment.
• Proficiency in ServiceNow reporting and analytics.

Responsibilities

• Lead ServiceNow ITSM process optimization and reporting.
• Oversee platform configuration and customization to meet requirements.
• Provide expert functional consulting for Incident, Problem, Change, and Request Management.
• Mentor project teams and promote knowledge sharing.
• Collaborate with clients to translate needs into ITSM solutions and meet SLAs.
• Introduce innovative ServiceNow functionalities and integrations.
• Ensure governance and risk compliance using GRC where applicable.
• Drive continuous service improvement with analytics and reporting.

Skills

ServiceNow ITSM

Incident/Problem/Change

Workflow Automation

Client Engagement

ITIL Practices

Reporting & Analytics

Tools

GRC Modules

Job description

Track Manager - ServiceNow, IT Service Management

Location: Gautam Buddha Nagar, Uttar Pradesh

Job Summary

This role leads the functional consulting and operations management for ServiceNow ITSM solutions in large-scale, complex environments. The individual drives process optimization, ensures alignment with client service expectations, and fosters innovation within the team. They empower teams through expert guidance, ensuring the effective delivery and continuous improvement of ITSM processes to meet organizational and client objectives.

Key Responsibilities

• 1. Lead ServiceNow ITSM process optimization by analyzing workflows and implementing best practices to enhance operational efficiency and reporting.
• 2. Oversee ServiceNow platform configuration and customization, ensuring solutions align with complex client requirements and organizational standards.
• 3. Provide expert functional consulting on ServiceNow modules such as Incident, Problem, Change, and Request Management, driving process improvements and automation.
• 4. Mentor and guide project teams in ServiceNow ITSM adoption, fostering skill development and promoting knowledge sharing within the team.
• 5. Collaborate with clients to translate business needs into ServiceNow ITSM solutions, ensuring delivery meets or exceeds service level agreements (SLAs).
• 6. Identify and introduce innovative ServiceNow functionalities and integrations to advance ITSM capabilities and support digital transformation initiatives.
• 7. Ensure compliance with governance, risk, and compliance frameworks by leveraging ServiceNow GRC modules where applicable.
• 8. Drive continuous service improvement by leveraging ServiceNow analytics and reporting tools to measure performance and recommend enhancements.

Skill Requirements

• 1. Advanced Knowledge Of Servicenow Platform Configuration, Workflow Automation, And Integration Capabilities.
• 2. Excellent Ability To Translate Complex Business Requirements Into Servicenow Solutions.
• 3. Strong Mentoring Skills To Empower And Upskill Project Teams In Servicenow Itsm Best Practices.
• 4. Excellent Communication And Client Engagement Skills, With A Focus On Delivering Measurable Business Outcomes.
• 5. InDepth Understanding Of Itil Processes And Their Implementation Within The Servicenow Environment.
• 6. Advanced Proficiency In Servicenow Reporting And Analytics Tools.

Other Requirements

• 1. ServiceNow Certified Implementation Specialist - ITSM (recommended)
• 2. ITIL 4 Foundation Certification (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 2026 totaled $14.8 billion.