Current jobs related to ServiceNow Platform Support - Bengaluru, Karnataka - ISG (Information Services Group)
-
Principal Platform Architect()
2 weeks ago
Bengaluru, Karnataka, India ServiceNow Full time ₹ 12,00,000 - ₹ 36,00,000 per yearCompany DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...
-
Senior/Principal Platform Architect
1 week ago
Bengaluru, Karnataka, India ServiceNow Full time ₹ 12,00,000 - ₹ 36,00,000 per yearCompany Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...
-
ServiceNow platform
6 days ago
Bengaluru, Karnataka, India Suzva Software Technologies Full time ₹ 15,00,000 - ₹ 25,00,000 per yearGENERAL FUNCTION1. 4 to 6 year years of experience with the ServiceNow platform, with a focus on ITOM implementations, Service Mapping and Discovery modules2. Certified in CIS -ITSM , CIS - Discovery, CIS - Service Mapping3. Manages and improves ServiceNow Discovery and ServiceNow Services Mapping for on-prem / cloud inventory4. Define configuration items...
-
ServiceNow platform
1 week ago
Bengaluru, Karnataka, India Suzva Software Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per yearJob DescriptionListing Name:ServiceNowEngineerGENERAL FUNCTION1. 4 to 6 year years of experience with the ServiceNow platform, with a focus on ITOM implementations, Service Mapping and Discovery modules2. Certified in CIS -ITSM , CIS - Discovery, CIS - Service Mapping3. Manages and improves ServiceNow Discovery and ServiceNow Services Mapping for on-prem /...
-
ServiceNow Platform Manager
4 weeks ago
Bengaluru, Karnataka, India Orbia Pune Full timeWe are currently looking for an experienced ServiceNow Platform (Strategy & Business Alignment) to join a fast-growing product-based organisation in Pune (Baner). If you have a strong background in ServiceNow Platform management, Defining roadmap, adoption, value delivery and are ready to drive best-practice solutions and strategy we'd love to hear from you...
-
Staff Data Platform Software Engineer
1 week ago
Bengaluru, Karnataka, India ServiceNow Full time ₹ 20,00,000 - ₹ 25,00,000 per yearCompany Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...
-
ServiceNow Developer – Core Platform
5 days ago
Bengaluru, Karnataka, India Fresenius Medical Care Full time ₹ 12,00,000 - ₹ 36,00,000 per yearJob Title: Senior ServiceNow Developer – Core PlatformJob Summary:We are seeking a Senior ServiceNow Developer – Core Platform to lead the design, development, and governance of the ServiceNow platform, ensuring scalability, automation, and security compliance across ITAM, ITOM, ITSM, ITBM, CSM, GRC, GDPR, and Security Operations. This role will drive...
-
Staff Data Platform Software Engineer
13 hours ago
Bengaluru, Karnataka, India ServiceNow Full time ₹ 1,00,00,000 - ₹ 2,00,00,000 per yearJob Description Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85 PERCENT of the Fortune 500. Our...
-
Sr Staff Solution Architect,
1 week ago
Bengaluru, Karnataka, India ServiceNow Full time ₹ 15,00,000 - ₹ 45,00,000 per yearCompany DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...
-
Sr Staff Solution Architect,
1 week ago
Bengaluru, Karnataka, India ServiceNow Full time ₹ 15,00,000 - ₹ 30,00,000 per yearJob Description Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85 PERCENT of the Fortune 500. Our...
ServiceNow Platform Support
4 weeks ago
Role Name:
L1 Helpdesk Team Lead – ServiceNow Platform Support (Custom Applications)
Experience Range:
6–8 years overall, with 3+ years in a leadership or supervisory role in IT support, and 2–4 years of experience in ServiceNow platform support
About the Role
We are looking for a proactive and service-oriented Helpdesk Team Lead to manage frontline support operations for our custom-built applications on the ServiceNow platform, with a strong emphasis on the Service Portal interface. This role is central to ensuring the timely resolution of incidents, effective queue management, and high customer satisfaction — all within an ITIL-aligned framework.
You will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement. This is a leadership opportunity to shape the user support experience in a dynamic and evolving environment.
Key Responsibilities
Team Leadership & Operations
- Lead and manage the L1 Helpdesk team, ensuring timely and high-quality resolution of incidents and service requests.
- Oversee the onboarding of new team members, ensuring they are trained on ServiceNow tools, support processes, and customer service standards.
- Ensure all incidents and service requests are resolved within defined SLAs and OLAs.
- Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets.
- Coordinate staffing schedules, shift rotations, and workload distribution to ensure 24/7 support coverage.
- Mentor and coach team members, conduct performance reviews, and identify training needs.
Incident & Escalation Management
- Act as the first point of escalation for unresolved or complex L1 issues.
- Lead the response to major incidents, ensuring timely coordination, stakeholder communication, and resolution.
- Conduct post-incident reviews and contribute to root cause analysis and preventive actions.
- Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management.
ServiceNow Platform Support
- Oversee L1 support for custom ServiceNow applications and the Service Portal interface.
- Perform basic configuration tasks, user account administration, and access management within ServiceNow.
- Collaborate with L2/L3 teams for escalations, platform enhancements, and bug fixes.
- Participate in testing and validation of new ServiceNow features, upgrades, and patches.
Reporting & Continuous Improvement
- Track and report on KPIs such as First Call Resolution (FCR), Mean Time to Resolution (MTTR), Customer Satisfaction (CSAT), and many more.
- Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience.
- Maintain and improve support documentation, SOPs, and knowledge base articles.
- Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence.
- Prepare and present reports on helpdesk performance, trends, and improvement initiatives to leadership.
Stakeholder Engagement
- Maintain clear, timely, and effective communication with end-users regarding ticket status, guidance, and resolution timelines.
- Manage customer escalations with professionalism, ensuring timely resolution and user satisfaction.
- Act as a liaison between the L1 team and other IT functions (e.g., Application Support, Infrastructure, Product Teams).
- Represent the support team in operational meetings and contribute to service improvement initiatives.
Essential Skills & Experience
- Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal.
- Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies.
- Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS.
- Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities.
- Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification and related service management principles.
- Excellent troubleshooting, communication, and customer service skills.
- Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions.
Preferred Attributes
- Degree in Computer Science, Engineering, or a related field.
- ITIL Foundation certification or equivalent.
- Experience working in Agile or DevOps environments.
- Experience with reporting and dashboard creation in ServiceNow.
- Strong analytical mindset with the ability to make data-driven decisions.
- Exposure to ServiceNow's AI and automation features (e.g., Virtual Agent, Predictive Intelligence).
- A natural coach and mentor with a passion for developing talent and fostering team growth.
