Technical Services Director

1 day ago

Ajmer, Rajasthan, India beBeeServiceNow Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Title: ServiceNow Technical Lead

The ServiceNow Technical Lead is a critical role that oversees a team of ServiceNow 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 ServiceNow platform.

Key Responsibilities:
  1. Work Management: Prioritize, organize, and manage incoming ServiceNow-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.
  2. Task Assignment: Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.
  3. Customer Engagement: Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.
  4. Team Leadership: Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.
  5. ServiceNow Expertise: Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.
  6. Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow platform functionality.
  7. Reporting and Metrics: Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.
  8. Issue Resolution: Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.
  9. Collaboration: Work closely with cross-functional teams, including IT, project management, and business units, to align ServiceNow solutions with organizational goals.
Qualifications:
  • Bachelor's degree in computer science, Information Technology, or a related field (or equivalent experience).
  • 5+ years of experience working with the ServiceNow 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: ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).

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