Track Manager - Process Management, ServiceNow

Job Summary

This role leads operations management for large-scale IT service management environments, driving continuous improvement and operational excellence. The individual ensures alignment of ITSM tools such as Service Now, BMC Remedy, and CA Service Desk with organizational objectives, empowering teams to meet client SLAs, and implementing innovative process enhancements for superior service delivery.

Key Responsibilities

1. Lead process optimization initiatives using Service Now and BMC Remedy to streamline ITSM workflows, improve information flow, and enhance management reporting for large-scale operations.

2. Oversee administration and configuration of Service Now, ensuring alignment of platform capabilities with client requirements and operational objectives.

3. Drive continuous improvement by identifying automation opportunities and implementing innovative solutions across ITSM toolsets, including CA Service Desk and Avanti.

4. Ensure support teams consistently meet or exceed client SLAs by monitoring service performance metrics and implementing corrective action plans within Service Now and related platforms.

5. Mentor and guide process teams, fostering transparent communication of goals and facilitating knowledge sharing on ITSM best practices.

6. Collaborate with internal stakeholders to assess business process needs, translating them into actionable Service Now configurations and enhancements.

7. Provide expert-level problem resolution for complex incidents, leveraging deep technical expertise in Service Now administration and ITSM process management.

Skill Requirements

1. Advanced Proficiency In Bmc Remedy, Ca Service Desk, And Avanti For Itsm Process Support.

2. Excellent Analytical And Problem Solving Skills For Complex Operational Challenges.

3. Advanced Proficiency In Itil Based Service Management Processes And Reporting.

4. Strong Leadership, Mentoring, And Team Empowerment Capabilities.

5. Excellent Communication Skills For Stakeholder Management And Requirements Gathering.

Other Requirements

1. ITIL Expert or ITIL 4 Managing Professional certification (optional but valuable).

2. Certified Service Now System Administrator (optional but valuable).

3. BMC Remedy Administrator Certification (optional but valuable)