Track manager - problem management, serv

Job Summary

Location: Paris

Skills: IT Process Engineering

• Secondary Skills:
  • ITSM Platform
  • ITSM Platform
  • ITSM Platform
  • ITSM Platform

No. of positions: 1

About HCLTech

HCLTech is a global technology company, spread across 60 countries, delivering industry‑leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We are powered by our people—a global, diverse, multi‑generational talent representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem‑solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere – our clients, partners, their stakeholders, communities, and the planet. We are deeply focused on accelerating our ESG agenda, creating technology‑enabled sustainable solutions, and ensuring responsible, inclusive progress. We are committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit

TM‑ProblemMgmt, SNOW Admin/Supp

Job Summary

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.

Key Responsibilities

• Lead problem management practices using ServiceNow, BMC Remedy, and CA Service Desk to identify root causes, drive permanent resolutions, and minimize service disruptions across complex environments.
• Oversee and optimize SNOW administration by configuring workflows, automating incident and problem records, and ensuring data integrity for actionable management reporting.
• 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, fostering a culture of technical excellence and continuous improvement.
• Collaborate with stakeholders to understand client requirements, ensuring service delivery aligns with contractual SLAs and proactively addressing potential service issues.
• Drive innovation by evaluating and deploying new ITSM tool features, integrations, and automation opportunities to improve service quality and operational agility.
• Provide expert‑level solutions tailored to unique customer environments, leveraging in‑depth knowledge of problem management frameworks and ITSM platforms.

Skill Requirements

• Excellent proficiency in ServiceNow Administration, including workflow configuration, automation, and reporting.
• Advanced expertise in BMC Remedy, CA Service Desk, and Avanti for enterprise ITSM operations.
• Excellent analytical and problem‑solving skills for root cause analysis and process design.
• Strong leadership in mentoring teams and driving process innovation.
• Advanced communication skills for effective stakeholder management and transparent reporting.

Certification

• ITIL