Track Lead

**Join HCLTech**

HCLTech is a global tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac.

We are seeking a **Track Lead (Tools & Automation)** to join our team at a client’s facility in **Paris**.

**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.

**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.

**Additional requirement**

3 days week work from office Client Location

Language French (C1) and English

Years of experience: Total experience: 4-7 Years

Addition detail about the Job
- 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
- 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 Tool