Track Manager - Problem Management, ServiceNow

Job Summary

This role is responsible for leading advanced operations in problem management and Service Now 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 Service Now, 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.

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 Problem Solving 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. Service Now Certified System Administrator (recommended).

3. BMC Remedy Administrator or Service Desk certifications (optional but valuable)