ServiceNow Lead

2 weeks ago

Bengaluru Karnataka India, Karnataka ISG Full time

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.

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