Track Manager - Problem Management, ServiceNow
About this role
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.
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.
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)
2. ServiceNow Certified System Administrator (recommended).
3. BMC Remedy Administrator or Service Desk certifications (optional but valuable)
Frequently Asked Questions
Is the salary disclosed for the Track Manager - Problem Management, ServiceNow position at HCLTech?
The salary for this Track Manager - Problem Management, ServiceNow role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Track Manager - Problem Management, ServiceNow position at HCLTech located?
This Track Manager - Problem Management, ServiceNow role at HCLTech is based in Gautam Buddha Nagar, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Track Manager - Problem Management, ServiceNow position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Track Manager - Problem Management, ServiceNow job at HCLTech posted?
This Track Manager - Problem Management, ServiceNow position at HCLTech was posted on Sep 21, 2026. Apply as soon as possible — early applications are often reviewed first.
Track Manager - Problem Management, ServiceNow
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.