The ServiceNow Technical & Team Lead is responsible for leading a team of ServiceNow administrators while actively involved in providing technical support as a senior member of the team. This role combines deep technical expertise with people leadership and operational management to ensure process compliance with service management SLAs and KPIs for the entrusted services.

Key Responsibilities

Technical Leadership

Act as a technical escalation point for L1.5 support, providing guidance on incident triage, categorization, and resolution approach
Perform advanced troubleshooting and analysis of incidents and service requests within the ServiceNow platform
Ensure high-quality ticket enrichment before escalation to L2/L3 (logs, categorization, CI mapping, reproducibility details)
Resolve medium-complexity incidents and requests within agreed SLA targets
Follow and enforce ITIL best practices across Incident, Request, and Escalation processes
Support major incident (P1/P2) handling, including technical investigation and coordination with resolver teams
Analyze recurring issues and contribute to problem identification and root cause inputs
Maintain and improve knowledge articles (KBs), workarounds, and known error documentation
Collaborate with monitoring and support tools (e.g., Dynatrace, SAP interfaces) to validate alerts and correlate incidents
Ensure accurate prioritization and impact assessment based on business and service context
Actively contribute to continuous service improvement initiatives (e.g., reduction of ticket reassignments, faster resolution cycles)

Team Leadership

Lead and manage a team of ServiceNow administrators/engineers
Coordinate the team capacity and resources during a 24/7 shift allocation
Manage resource planning and capacity
Ensure adherence to team objectives, priorities, and workload distribution
Ensure high-quality service delivery aligned to SLAs and KPIs
Foster a culture of:

Ownership
Continuous improvement
Knowledge sharing

Act as the main escalation point for team-related issues
Collaborate with stakeholders (e.g., ITSM process owners, business units)

Required Qualifications & Experience

5+ years of hands-on ServiceNow experience
2+ years in technical leadership or team lead role
Proven experience managing platform administration teams preferred
Strong background in ITSM processes and enterprise IT operations

Technical Skills

Strong expertise in ServiceNow platform administration
Experience with:

SAP
Dynatrace
ServiceNow upgrades and release management

Certifications:

ServiceNow Fundamentals
ServiceNow Certified System Administrator (CSA)
ITIL Foundation V4

Familiarity with:

ITIL framework
Agile/Scrum methodologies

Leadership & Soft Skills

Solid people management and coaching skills
Excellent stakeholder communication abilities
Ability to balance hands-on work with leadership responsibilities
Strong problem-solving and decision-making skills
Structured, process-oriented mindset

Team Lead - ServiceNow Administration