ServiceNow Lead

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.
• Bachelors degree in computer science, Information Technology, or a related field (preferred).
• Role will be based out of Bangalore only.