Track Manager - Problem Management, ServiceNow

About the role

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.

What you'll do

• Lead problem management practices using ServiceNow, BMC Remedy, and CA Service Desk to identify root causes, drive permanent resolutions
• Oversee and optimize SNOW administration by configuring workflows, automating incident and problem records
• Develop and implement advanced operational processes using ITSM tools to enhance information flow, business process efficiency, and organizational planning
• Mentor and guide support teams in best practices for problem analysis, resolution strategies, and tool utilization
• Collaborate with stakeholders to understand client requirements, ensuring service delivery aligns with contractual SLAs and proactively addressing potential service…

What you need

• ServiceNow
• Ticketing tools
• Root cause analysis
• Any graduate

Good to have

• ITIL