Job Description (Posting).
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 re 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. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
TL-KnowledgeMgmt,ITIL,SNOWAdmin/Supp
Job Summary
The Track Lead for Tools & Automation plays a pivotal role in ensuring operational excellence through effective knowledge management and ITIL practices. This position focuses on continuous improvement, problem-solving, and empowering teams to meet client SLAs while fostering a culture of innovation and collaboration. The Track Lead will be instrumental in aligning project goals with client expectations and enhancing overall organizational performance. (1.) Key Responsibilities
1. Optimize Operational Systems Using Itil Frameworks And Knowledge Management Principles To Enhance Management Reporting, Streamline Information Flow, And Support Strategic Organizational Planning.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service, Aligning Operations With Client Expectations And Slas.
3. Lead And Mentor Project Teams, Facilitating Transparent Communication And Alignment On Project Goals, Ensuring All Team Members Are Engaged And Informed.
4. Drive Innovation By Introducing New Ideas And Methodologies For Process Development, Contributing To Continuous Improvement Initiatives Across The Organization.
5. Develop And Implement Tailored Solutions That Address Customer Needs, Leveraging Tools Like Snow, Bmc Remedy, And Ca Service Desk To Achieve Impactful Business Results.
Skill Requirements
1. Strong Understanding Of Knowledge Management Concepts And Practices.
2. Proficiency In Itil Methodologies And Frameworks.
3. Experience With Snow Admin / Support, Bmc Remedy, And Ca Service Desk.
4. Ability To Lead Teams And Manage Projects Effectively.
5. Excellent Problem-Solving And Analytical Skills.
Certification
1. Itil Certification Is Required.
2. Knowledge Management Certification Is Optional But Valuable.
Job Description (Posting).
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 re 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. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
TL-KnowledgeMgmt,ITIL,SNOWAdmin/Supp
Job Summary
The Track Lead for Tools & Automation plays a pivotal role in ensuring operational excellence through effective knowledge management and ITIL practices. This position focuses on continuous improvement, problem-solving, and empowering teams to meet client SLAs while fostering a culture of innovation and collaboration. The Track Lead will be instrumental in aligning project goals with client expectations and enhancing overall organizational performance. (1.) Key Responsibilities
1. Optimize Operational Systems Using Itil Frameworks And Knowledge Management Principles To Enhance Management Reporting, Streamline Information Flow, And Support Strategic Organizational Planning.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service, Aligning Operations With Client Expectations And Slas.
3. Lead And Mentor Project Teams, Facilitating Transparent Communication And Alignment On Project Goals, Ensuring All Team Members Are Engaged And Informed.
4. Drive Innovation By Introducing New Ideas And Methodologies For Process Development, Contributing To Continuous Improvement Initiatives Across The Organization.
5. Develop And Implement Tailored Solutions That Address Customer Needs, Leveraging Tools Like Snow, Bmc Remedy, And Ca Service Desk To Achieve Impactful Business Results.
Skill Requirements
1. Strong Understanding Of Knowledge Management Concepts And Practices.
2. Proficiency In Itil Methodologies And Frameworks.
3. Experience With Snow Admin / Support, Bmc Remedy, And Ca Service Desk.
4. Ability To Lead Teams And Manage Projects Effectively.
5. Excellent Problem-Solving And Analytical Skills.
Certification
1. Itil Certification Is Required.
2. Knowledge Management Certification Is Optional But Valuable.
Job Description (Posting).
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 re 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. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
TL-KnowledgeMgmt,ITIL,SNOWAdmin/Supp
Job Summary
The Track Lead for Tools & Automation plays a pivotal role in ensuring operational excellence through effective knowledge management and ITIL practices. This position focuses on continuous improvement, problem-solving, and empowering teams to meet client SLAs while fostering a culture of innovation and collaboration. The Track Lead will be instrumental in aligning project goals with client expectations and enhancing overall organizational performance. (1.) Key Responsibilities
1. Optimize Operational Systems Using Itil Frameworks And Knowledge Management Principles To Enhance Management Reporting, Streamline Information Flow, And Support Strategic Organizational Planning.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service, Aligning Operations With Client Expectations And Slas.
3. Lead And Mentor Project Teams, Facilitating Transparent Communication And Alignment On Project Goals, Ensuring All Team Members Are Engaged And Informed.
4. Drive Innovation By Introducing New Ideas And Methodologies For Process Development, Contributing To Continuous Improvement Initiatives Across The Organization.
5. Develop And Implement Tailored Solutions That Address Customer Needs, Leveraging Tools Like Snow, Bmc Remedy, And Ca Service Desk To Achieve Impactful Business Results.
Skill Requirements
1. Strong Understanding Of Knowledge Management Concepts And Practices.
2. Proficiency In Itil Methodologies And Frameworks.
3. Experience With Snow Admin / Support, Bmc Remedy, And Ca Service Desk.
4. Ability To Lead Teams And Manage Projects Effectively.
5. Excellent Problem-Solving And Analytical Skills.
Certification
1. Itil Certification Is Required.
2. Knowledge Management Certification Is Optional But Valuable.
Job Description (Posting).
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 re 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. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
TL-KnowledgeMgmt,ITIL,SNOWAdmin/Supp
Job Summary
The Track Lead for Tools & Automation plays a pivotal role in ensuring operational excellence through effective knowledge management and ITIL practices. This position focuses on continuous improvement, problem-solving, and empowering teams to meet client SLAs while fostering a culture of innovation and collaboration. The Track Lead will be instrumental in aligning project goals with client expectations and enhancing overall organizational performance. (1.) Key Responsibilities
1. Optimize Operational Systems Using Itil Frameworks And Knowledge Management Principles To Enhance Management Reporting, Streamline Information Flow, And Support Strategic Organizational Planning.
2. Analyze Client Requirements And Ensure The Support Team Delivers Exceptional Service, Aligning Operations With Client Expectations And Slas.
3. Lead And Mentor Project Teams, Facilitating Transparent Communication And Alignment On Project Goals, Ensuring All Team Members Are Engaged And Informed.
4. Drive Innovation By Introducing New Ideas And Methodologies For Process Development, Contributing To Continuous Improvement Initiatives Across The Organization.
5. Develop And Implement Tailored Solutions That Address Customer Needs, Leveraging Tools Like Snow, Bmc Remedy, And Ca Service Desk To Achieve Impactful Business Results.
Skill Requirements
1. Strong Understanding Of Knowledge Management Concepts And Practices.
2. Proficiency In Itil Methodologies And Frameworks.
3. Experience With Snow Admin / Support, Bmc Remedy, And Ca Service Desk.
4. Ability To Lead Teams And Manage Projects Effectively.
5. Excellent Problem-Solving And Analytical Skills.
Certification
1. Itil Certification Is Required.
2. Knowledge Management Certification Is Optional But Valuable.
Job Description (Posting)
We are seeking an ITSM-Content Manager to join our team at a client's facility in Paris.
Important details
3 days/ week- Work from office (Client Location)
Language: French(C1) + English
Total experience: 8 Years
Job Description
• Own the long-term strategy of knowledge management for the OMC to develop focus areas, tools and procedures that can deliver the desired outcomes of the Knowledge Management process
• Develop standard formats for knowledge submissions and socialize them with the Technology tracks
• Improve the Knowledge Management tools and their ability to provide better, fast search results to support Incident Management process and to provide better ability to relate the Incidents with Knowledgebase articles
• Run knowledge submission campaigns with different technology tracks and support these campaigns with a reward and recognition program to recognize the knowledge contributing staff
• Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements
• Generate awareness and interest among the resolving groups in submitting the information into the knowledgebase by motivation and recognition programs
• Enforcing the use of Knowledgebase among the Service Desk and the resolving groups staff
• Establish periodic housekeeping procedures to purge the Knowledgebase relating to obsolete technology components
• Optimizing the ability of the tools to Search and relate the Knowledgebase items to the Product and operational categorizations, Configuration Items, Incident records and Problem records
• Establish effective approval and standardization for Knowledgebase submissions
• Improve the policies and procedures for submitting, retrieving and housekeeping of the Knowledge contained in the Knowledgebase
• Exploring the possibility of procuring and/or relating to the external sources of Knowledgebase articles relating to proprietary and third-party technologies and applications
• Motivating the technical staff to forego the retention of ad-hoc knowledgebase in distributed locations
• Obtain the baseline documentation of the Process and Tools including additional other documents as signed off and approved by the authorized customer representatives
• Follow formal version and change control methods as agreed with the customer representatives
• Host the read-only versions of the released documentation at the designated secure, backed up and access-controlled documentation repository of the OMC and issue formal communication to the OMC staff announcing such release
• Simplify process documentation in order to make it easily understandable for operations staff at the point of use
• Identify and suggest changes to the 'Foundation data' in the tools
• Analyze and suggest tool customizations in the interest of process workflow optimization
• Work with the tools teams to standardize reports
• Open formal RFCs and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation
• Track tool customizations, affected functionalities and document the release notes in order to conserve the audit trail
• Document the use cases, test cases and test reports formally and participate in release management for the augmentation and upgrades of the tools
• Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets
• Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
• Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities
• Receive, analyze and incorporate feedback from customers that suggest improvements
Job Description (Posting)
We are seeking an ITSM-Content Manager to join our team at a client's facility in Paris.
Important details
3 days/ week- Work from office (Client Location)
Language: French(C1) + English
Total experience: 8 Years
Job Description
• Own the long-term strategy of knowledge management for the OMC to develop focus areas, tools and procedures that can deliver the desired outcomes of the Knowledge Management process
• Develop standard formats for knowledge submissions and socialize them with the Technology tracks
• Improve the Knowledge Management tools and their ability to provide better, fast search results to support Incident Management process and to provide better ability to relate the Incidents with Knowledgebase articles
• Run knowledge submission campaigns with different technology tracks and support these campaigns with a reward and recognition program to recognize the knowledge contributing staff
• Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements
• Generate awareness and interest among the resolving groups in submitting the information into the knowledgebase by motivation and recognition programs
• Enforcing the use of Knowledgebase among the Service Desk and the resolving groups staff
• Establish periodic housekeeping procedures to purge the Knowledgebase relating to obsolete technology components
• Optimizing the ability of the tools to Search and relate the Knowledgebase items to the Product and operational categorizations, Configuration Items, Incident records and Problem records
• Establish effective approval and standardization for Knowledgebase submissions
• Improve the policies and procedures for submitting, retrieving and housekeeping of the Knowledge contained in the Knowledgebase
• Exploring the possibility of procuring and/or relating to the external sources of Knowledgebase articles relating to proprietary and third-party technologies and applications
• Motivating the technical staff to forego the retention of ad-hoc knowledgebase in distributed locations
• Obtain the baseline documentation of the Process and Tools including additional other documents as signed off and approved by the authorized customer representatives
• Follow formal version and change control methods as agreed with the customer representatives
• Host the read-only versions of the released documentation at the designated secure, backed up and access-controlled documentation repository of the OMC and issue formal communication to the OMC staff announcing such release
• Simplify process documentation in order to make it easily understandable for operations staff at the point of use
• Identify and suggest changes to the 'Foundation data' in the tools
• Analyze and suggest tool customizations in the interest of process workflow optimization
• Work with the tools teams to standardize reports
• Open formal RFCs and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation
• Track tool customizations, affected functionalities and document the release notes in order to conserve the audit trail
• Document the use cases, test cases and test reports formally and participate in release management for the augmentation and upgrades of the tools
• Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets
• Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
• Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities
• Receive, analyze and incorporate feedback from customers that suggest improvements
Job Description (Posting)
We are seeking an ITSM-Content Manager to join our team at a client's facility in Paris.
Important details
3 days/ week- Work from office (Client Location)
Language: French(C1) + English
Total experience: 8 Years
Job Description
• Own the long-term strategy of knowledge management for the OMC to develop focus areas, tools and procedures that can deliver the desired outcomes of the Knowledge Management process
• Develop standard formats for knowledge submissions and socialize them with the Technology tracks
• Improve the Knowledge Management tools and their ability to provide better, fast search results to support Incident Management process and to provide better ability to relate the Incidents with Knowledgebase articles
• Run knowledge submission campaigns with different technology tracks and support these campaigns with a reward and recognition program to recognize the knowledge contributing staff
• Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements
• Generate awareness and interest among the resolving groups in submitting the information into the knowledgebase by motivation and recognition programs
• Enforcing the use of Knowledgebase among the Service Desk and the resolving groups staff
• Establish periodic housekeeping procedures to purge the Knowledgebase relating to obsolete technology components
• Optimizing the ability of the tools to Search and relate the Knowledgebase items to the Product and operational categorizations, Configuration Items, Incident records and Problem records
• Establish effective approval and standardization for Knowledgebase submissions
• Improve the policies and procedures for submitting, retrieving and housekeeping of the Knowledge contained in the Knowledgebase
• Exploring the possibility of procuring and/or relating to the external sources of Knowledgebase articles relating to proprietary and third-party technologies and applications
• Motivating the technical staff to forego the retention of ad-hoc knowledgebase in distributed locations
• Obtain the baseline documentation of the Process and Tools including additional other documents as signed off and approved by the authorized customer representatives
• Follow formal version and change control methods as agreed with the customer representatives
• Host the read-only versions of the released documentation at the designated secure, backed up and access-controlled documentation repository of the OMC and issue formal communication to the OMC staff announcing such release
• Simplify process documentation in order to make it easily understandable for operations staff at the point of use
• Identify and suggest changes to the 'Foundation data' in the tools
• Analyze and suggest tool customizations in the interest of process workflow optimization
• Work with the tools teams to standardize reports
• Open formal RFCs and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation
• Track tool customizations, affected functionalities and document the release notes in order to conserve the audit trail
• Document the use cases, test cases and test reports formally and participate in release management for the augmentation and upgrades of the tools
• Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets
• Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
• Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities
• Receive, analyze and incorporate feedback from customers that suggest improvements
