Track Manager - ServiceNow, IT Service Management

HCLTech; Greater Noida; On-site; INR 3,500,000 - 5,200,000; Full time

Job summary

HCL Technologies Limited seeks a senior ServiceNow ITSM consultant to lead process optimization and delivery in large-scale environments. You will guide teams in configuring and customizing ServiceNow ITSM, focusing on Incident, Problem, Change, and Request Management, while translating business needs into effective ITSM solutions.

You will mentor teams, collaborate with clients to ensure SLAs are met, and explore innovative integrations to advance ITSM capabilities.

Qualifications

• Advanced knowledge of ServiceNow ITSM modules (Incident, Problem, Change, Request) and platform configuration.
• Ability to translate complex business requirements into ServiceNow solutions.
• Ability to mentor project teams and promote knowledge sharing.

Responsibilities

• Lead ITSM process optimization and workflow improvements.
• Oversee ServiceNow configuration and customization to meet complex client needs.
• Provide expert functional consulting on ITSM modules and automation.
• Mentor project teams in ServiceNow ITSM adoption and best practices.
• Collaborate with clients to translate business needs into ITSM solutions and meet SLAs.
• Identify innovative ServiceNow functionalities and integrations for digital transformation.
• Leverage governance, risk, and compliance frameworks with ServiceNow GRC where applicable.
• Drive continuous service improvement using analytics and reporting tools.

Skills

ServiceNow ITSM expertise

Workflow automation

Requirements translation

Mentoring & upskilling

Client engagement

ITIL knowledge

Tools

ServiceNow

Job description

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