Service Now Team Lead

1 week ago

Vellore, Tamil Nadu, India beBeeLeadership Full time ₹ 35,00,000 - ₹ 45,00,000
Service Now Technical Lead Position

This role oversees a team of experts working with the Service Now platform, responsible for managing incoming tasks and serving as the primary point of contact for customers.

  • Prioritize, organize, and manage incoming Service Now-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.
  • Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.
  • Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.
  • Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.
  • Oversight of the design, development, and implementation of Service Now solutions, ensuring alignment with best practices and business objectives.
  • Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.
Requirements
  • Bachelor's degree in computer science or information technology (or equivalent 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 Competencies
  • 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 JavaScript, HTML, CSS, and REST/SOAP APIs.
Personal Qualities
  • 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.

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