ServiceNow Lead
ServiceNow Lead
isg (information services group)This job is no longer accepting applications
Job Description
Description
Key Responsibilities:
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.
- ServiceNow Certified System Administrator or equivalent certification.
- Experience supporting custom applications built on the ServiceNow platform.
- Familiarity with automation and workflow tools within ServiceNow.
- 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.
More Info
Key Skills
reporting dashboards
automation and workflow tools
About Company
Skills:
Servicenow, Javascript, Client Scripts, Agile, Scrum, Ui Policies, Itsm, Soap, Devops, REST, Cmdb, Business Rules, Service Catalog, MID Server, Finance Management, IntegrationHub, CI CD, Flow Designer, discovery, ETL Integration Hub, ATF, MCO, Script Includes, DataFabric, Zero Copy Connectors
Skills:
Servicenow, Integrations, change management, Workday, Problem Management, Incident Management, HR Service Delivery certification, Workday certification, ITIL practices, ITSM modules, SaaS enterprise platforms, automation platforms
Skills:
Servicenow, Javascript, Rest Apis, Service Portal, Flow Designer, SOAP APIs, IntegrationHub
Skills:
Security Incident Response (SIR), Vulnerability Response (VR), Javascript, Workflows, MID Server, Flow Designer, SOAP APIs, IntegrationHub, ServiceNow SecOps, Glide API, ServiceNow scripting
Skills:
Servicenow, Itsm, scrum master, Agile Software Development, ITOM, HRSD