Track Manager - Process Consulting, ServiceNow

About the role

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.

What you'll do

• Lead process consulting engagements by leveraging ServiceNow, BMC Remedy, and CA Service Desk to analyze, optimize
• Drive ServiceNow administration and support activities, ensuring platform stability, performance, and alignment with evolving business requirements
• Develop and implement advanced process automation solutions using ServiceNow and Avanti, reducing manual effort and improving reporting accuracy
• Guide root cause analysis and continuous improvement initiatives in ITSM processes, identifying and implementing innovative solutions to recurring operational challenges
• Mentor and empower support teams in ITSM best practices and tool usage, fostering a culture of knowledge sharing and proactive problem-solving

What you need

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