ServiceNow Platform Support Specialist

1 week ago

Bengaluru, Karnataka, India beBeeServiceNow Full time ₹ 15,00,000 - ₹ 21,00,000

Job Overview:

We are seeking a seasoned IT professional to lead our frontline support operations for custom-built applications on the ServiceNow platform.

This role requires strong leadership skills and experience in managing teams, as well as technical expertise in ServiceNow platform support. The ideal candidate will have a solid understanding of ITIL practices and be able to mentor and coach team members.

About the Role:

The ServiceNow Platform Support Lead will oversee ticket triage and escalation, manage a team of L1 analysts, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement.

Main Responsibilities:

  • Manage the L1 Helpdesk team, ensuring timely and high-quality resolution of incidents and service requests.
  • Oversee the onboarding of new team members, ensuring they are trained on ServiceNow tools and customer service standards.
  • Ensure accurate triage, prioritization, and escalation of tickets.
  • Mentor and coach team members, conduct performance reviews, and identify training needs.
  • Act as the first point of escalation for unresolved or complex L1 issues.
  • Lead the response to major incidents, ensuring timely coordination and resolution.

Key Performance Indicators (KPIs):

  • Track and report on KPIs such as First Call Resolution (FCR) and Mean Time to Resolution (MTTR).
  • Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience.

Required Skills & Qualifications:

  • Strong experience in ServiceNow platform support, particularly with custom applications.
  • Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules and Script Includes.
  • Familiarity with Now Experience UI Builder and Integration Hub capabilities.
  • Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification.
  • Degree in Computer Science, Engineering, or a related field.
  • ITIL Foundation certification or equivalent.
  • Experience working in Agile or DevOps environments.

Benefits:

  • This is an excellent opportunity to develop your career as a ServiceNow platform support expert.
  • You will work with a talented team of professionals who share your passion for delivering high-quality services.
  • You will have the opportunity to grow and develop your skills in a dynamic and supportive environment.

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