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Tower Lead - Knowledge Mgmt, ServiceNow

India

Job Description

Tower Lead - Knowledge Mgmt, ServiceNow

Chennai, Tamil Nadu

Job Summary

We are seeking an experienced Tower Lead - Knowledge Management & ServiceNow to support and enhance Knowledge Management processes and IT Service Management operations for Kenvue Brands LLC. The role will focus on managing, analyzing, and improving service delivery through effective utilization of ServiceNow, Power BI, and related ITSM tools. The candidate will be responsible for driving process improvements, maintaining knowledge repositories, generating insightful dashboards and reports, and ensuring seamless coordination among stakeholders. This position requires strong leadership capabilities, analytical thinking, and expertise in service management platforms to support business objectives and operational excellence.

Key Responsibilities

Lead Knowledge Management initiatives and govern knowledge lifecycle processes.Administer, maintain, and enhance ServiceNow modules and workflows.Develop, monitor, and maintain Power BI dashboards, reports, and performance metrics.Analyze service delivery data and provide actionable insights for continuous improvement.Ensure adherence to ITIL-based service management practices and organizational standards.Collaborate with cross-functional teams to identify automation opportunities and optimize processes.Manage incident, request, and knowledge management reporting requirements.Support stakeholder reviews, governance meetings, and operational performance assessments.Drive automation and process efficiency initiatives across service management functions.

Skill Requirements

Strong hands-on experience with ServiceNow administration and management.Proficiency in Power BI dashboard development, data visualization, and reporting.Knowledge of Knowledge Management frameworks and IT Service Management processes.Understanding of ITIL concepts and service delivery best practices.Experience with automation, workflow management, and reporting tools.Strong analytical,



problem-solving, and stakeholder management skills.Excellent communication and documentation capabilities.

Other Requirements

Experience in managing enterprise-scale service management environments.Ability to work effectively with global teams and business stakeholders.Robust leadership and team coordination skills.Willingness to support operational governance and continuous improvement initiatives.Experience in Knowledge Management, BMC Remedy, CA Service Desk Manager, or similar ITSM platforms will be an added advantage.Ability to work from the Chennai delivery location and support customer-facing service operations when required.

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 230,000 people 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. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Copyright © 2026 HCL Technologies Limited

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📌 Tower Lead - Knowledge Mgmt, ServiceNow (India)
🏢 HCLTech
📍 India