Senior Platform Specialist

4 days ago

Aligarh, Uttar Pradesh, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000
Service Now Technical Lead

The Service Now Team Lead will oversee a team of 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.

  • Work Management: Prioritize, organize, and manage incoming Service Now-related tasks, 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: Proficiency in Service Now configuration, customization, and administration (e.g., workflows, scripting, integrations).
  • Familiarity: Familiarity with ITIL processes (e.g., Incident, Problem, Change Management).
  • Knowledge: Knowledge of Java Script, HTML, CSS, and REST/SOAP APIs.
Soft Skills
  • Leadership: Strong leadership and team management abilities.
  • Communication: Excellent verbal and written communication skills for engaging with customers and stakeholders.
  • Problem-solving: 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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