Servicenow Technical Lead

Job Title: Service Now Technical Lead Location – Remote Work timings: 3 pm to 11 PM IST Require:5+ years of experience working with the Service Now platform (ITSM, ITOM, HR, or other modules).2+ years in a leadership or team lead role, managing technical teams.

Proven experience in customer-facing roles, with strong communication skills.

Certifications: Service Now Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).

Technical Skills: Below is the description for your reference: Position Overview The Service Now Team Lead will oversee a team of Service Now professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met.

This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high-quality solutions on the Service Now platform.

Key Responsibilities Work Management: Prioritize, organize, and manage incoming Service Now-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.

Task Assignment: Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.

Customer Engagement: Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.

Team Leadership: Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.

Service Now Expertise: Oversee the design, development, and implementation of Service Now solutions, ensuring alignment with best practices and business objectives.

Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance Service Now platform functionality.

Reporting and Metrics: Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.

Issue Resolution: Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.

Collaboration: Work closely with cross-functional teams, including IT, project management, and business units, to align Service Now solutions with organizational goals.

Qualifications Education: Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).

Experience:5+ years of experience working with the Service Now platform (ITSM, ITOM, HR, or other modules).2+ years in a leadership or team lead role, managing technical teams.

Proven experience in customer-facing roles, with strong communication skills.

Certifications: Service Now Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).

Technical Skills: Proficiency in Service Now configuration, customization, and administration (e.g., workflows, scripting, integrations).

Familiarity with ITIL processes (e.g., Incident, Problem, Change Management).

Knowledge of Java Script, HTML, CSS, and REST/SOAP APIs.

Soft Skills: Strong leadership and team management abilities.

Excellent verbal and written communication skills for engaging with customers and stakeholders.

Problem-solving mindset with the ability to prioritize and multitask in a fast-paced environment.

Preferred: Experience with Agile/Scrum methodologies and project management tools (e.g., Jira, Service Now Agile Development).

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