ServiceNow Lead

This role involves leading and managing a team of L1 support analysts for ServiceNow application, ensuring 24x5 coverage. Key responsibilities include monitoring ticket queues, acting as an escalation point, documenting issues, conducting team meetings, and collaborating with application owners. The lead will also generate and analyze support metrics and manage shift schedules. Requires 6+ years of total experience with at least 1 year in a leadership role, strong ServiceNow and ITIL/ITSM knowledge, and excellent communication skills.

Must Have

• Lead and manage a team of L1 support analysts handling incidents, service requests, and user queries related to the ServiceNow application
• Ensure 24x5 coverage across multiple shifts
• Monitor ticket queues to ensure timely response and resolution in accordance with SLAs
• Act as the first point of escalation for unresolved issues and coordinate with L2/L3 teams as needed
• Ensure consistent documentation of issues, resolutions, and knowledge base updates
• Conduct regular team meetings, performance reviews, and training sessions to maintain high service standards
• Collaborate with application owners and developers to improve support processes and user experience
• Generate and analyze support metrics to identify trends and areas for improvement
• Maintain shift schedules and ensure adequate coverage during business hours and on-call rotations
• 4+ years of experience in IT helpdesk or application support
• At least 1 year in a leadership role from the total experience of 6 yrs+
• Hands-on experience with ServiceNow, especially in incident and request management
• Strong understanding of ITIL/ITSM frameworks
• Excellent communication, interpersonal, and problem-solving skills
• Experience with ticketing tools, reporting dashboards, and knowledge management systems

Good to Have

• ServiceNow Certified System Administrator or equivalent certification
• Experience supporting custom applications built on the ServiceNow platform
• Familiarity with automation and workflow tools within ServiceNow
• Bachelor’s degree in computer science, Information Technology, or a related field

Description

Key Responsibilities:

• Lead and manage a team of L1 support analysts handling incidents, service requests, and user queries related to the ServiceNow application. Across multiple shifts to ensure 24x5 coverage.
• Monitor ticket queues to ensure timely response and resolution in accordance with SLAs.
• Act as the first point of escalation for unresolved issues and coordinate with L2/L3 teams as needed.
• Ensure consistent documentation of issues, resolutions, and knowledge base updates.
• Conduct regular team meetings, performance reviews, and training sessions to maintain high service standards.
• Collaborate with application owners and developers to improve support processes and user experience.
• Generate and analyze support metrics to identify trends and areas for improvement.
• Maintain shift schedules and ensure adequate coverage during business hours and on-call rotations.

Preferred Qualifications:

• ServiceNow Certified System Administrator or equivalent certification.
• Experience supporting custom applications built on the ServiceNow platform.
• Familiarity with automation and workflow tools within ServiceNow.

Required Skills & Qualifications:

• 4+ years of experience in IT helpdesk or application support, with at least 1 year in a leadership role from the total experience of 6 yrs+
• Hands-on experience with ServiceNow, especially in incident and request management.
• Strong understanding of ITIL/ITSM frameworks.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with ticketing tools, reporting dashboards, and knowledge management systems.
• Bachelor’s degree in computer science, Information Technology, or a related field (preferred).
• Role will be based out of Bangalore only.