Senior ServiceNow Solutions Manager

6 hours ago

Kottayam, Kerala, India beBeeServiceNow Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
ServiceNow Team Lead RoleJob Description:

The ServiceNow Team Lead is responsible for overseeing 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.

Key Responsibilities:
  • Work Management: Prioritize, organize, and manage incoming ServiceNow-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.
  • ServiceNow Expertise: Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.
  • Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow 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.
Required Skills and Qualifications:
  • Experience: 5+ years of experience working with the ServiceNow platform (ITSM, ITOM, HR, or other modules).
  • Certifications: ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).
  • Technical Skills: Proficiency in ServiceNow configuration, customization, and administration (e.g., workflows, scripting, integrations).
  • Familiarity with ITIL processes: Incident, Problem, Change Management.
  • Soft Skills: Strong leadership and team management abilities, excellent verbal and written communication skills, problem-solving mindset, ability to prioritize and multitask in a fast-paced environment.

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