Track Manager - Process Consulting, ServiceNow

Job Summary

This role provides expert leadership in optimizing IT service management processes and tools, driving operational excellence for large-scale projects. The individual is responsible for leveraging deep expertise in ServiceNow administration, process consulting, and ITSM platforms to deliver continuous improvement, strategic innovation, and robust client outcomes. They empower teams, ensure SLA adherence, and champion process innovation to support organizational goals.Adapts existing methods and procedures to create possible solutions to complex problems. • Understands the strategic direction set by management as it relates to team goals. • Lead and enrich the team of 3-5 or more technical resources. • Uses considerable judgment to determine solution and seeks guidance on complex problems. • Determines methods and procedures on new assignments and collaborates with other team members. • Primary upward interaction is with direct manager. May interact with peers and/or other management levels. • Manages large to medium work efforts assigned • Shall be able to manage multiple projects on Service Now 

Key Responsibilities

1. Lead process consulting engagements by leveraging ServiceNow, BMC Remedy, and CA Service Desk to analyze, optimize, and standardize ITSM workflows for enhanced operational efficiency.
2. Drive ServiceNow administration and support activities, ensuring platform stability, performance, and alignment with evolving business requirements.
3. Develop and implement advanced process automation solutions using ServiceNow and Avanti, reducing manual effort and improving reporting accuracy.
4. Guide root cause analysis and continuous improvement initiatives in ITSM processes, identifying and implementing innovative solutions to recurring operational challenges.
5. Mentor and empower support teams in ITSM best practices and tool usage, fostering a culture of knowledge sharing and proactive problem-solving.
6. Ensure end-to-end client SLA compliance by proactively monitoring ITSM tool performance and facilitating transparent communication of service metrics and project goals.
7. Collaborate with internal stakeholders to translate business objectives into actionable process improvements leveraging ITSM platforms.Adapts existing methods and procedures to create possible solutions to complex problems. • Understands the strategic direction set by management as it relates to team goals. • Lead and enrich the team of 3-5 or more technical resources. • Uses considerable judgment to determine solution and seeks guidance on complex problems. • Determines methods and procedures on new assignments and collaborates with other team members. • Primary upward interaction is with direct manager. May interact with peers and/or other management levels. • Manages large to medium work efforts assigned • Shall be able to manage multiple projects on Service Now 

Skill Requirements

1. Advanced Knowledge Of Bmc Remedy, Ca Service Desk, And Avanti Platforms
2. Excellent Skills In Process Analysis, Workflow Optimization, And Automation Within Itsm Environments
3. Strong Ability To Lead, Mentor, And Empower Technical Teams
4. Excellent Understanding Of Complex Operational Management In LargeScale It Projects
5. Advanced Proficiency In ItilBased Service Management And Continuous Improvement Methodologies
6. Excellent Communication, Stakeholder Management, And Client Engagement Skills

Adapts existing methods and procedures to create possible solutions to complex problems. • Understands the strategic direction set by management as it relates to team goals. • Lead and enrich the team of 3-5 or more technical resources. • Uses considerable judgment to determine solution and seeks guidance on complex problems. • Determines methods and procedures on new assignments and collaborates with other team members. • Primary upward interaction is with direct manager. May interact with peers and/or other management levels. • Manages large to medium work efforts assigned • Shall be able to manage multiple projects on Service Now

Other Requirements

1. ITIL Expert or ServiceNow Certified System Administrator (CSA) certification highly recommended
2. ServiceNow Certified Implementation Specialist (CIS) certification optional but valuabl