ServiceNow Lead

Information Services Group

4 years

1 - 6 Lacs

bengaluru

Posted:14 hours ago| Platform: GlassDoor logo

Apply

Skills Required

servicenow support service escalation documentation training analyze metrics automation workflow leadership itil communication reporting management technology

Work Mode

On-site

Job Type

Part Time

Job Description

Key Responsibilities:

Lead and manage a team of L1 support analysts handling incidents, service requests, and user queries related to the ServiceNow application. Across multiple shifts to ensure 24x5 coverage.
Monitor ticket queues to ensure timely response and resolution in accordance with SLAs.
Act as the first point of escalation for unresolved issues and coordinate with L2/L3 teams as needed.
Ensure consistent documentation of issues, resolutions, and knowledge base updates.
Conduct regular team meetings, performance reviews, and training sessions to maintain high service standards.
Collaborate with application owners and developers to improve support processes and user experience.
Generate and analyze support metrics to identify trends and areas for improvement.
Maintain shift schedules and ensure adequate coverage during business hours and on-call rotations.

Preferred Qualifications:

ServiceNow Certified System Administrator or equivalent certification.
Experience supporting custom applications built on the ServiceNow platform.
Familiarity with automation and workflow tools within ServiceNow.

Required Skills & Qualifications:

4+ years of experience in IT helpdesk or application support, with at least 1 year in a leadership role from the total experience of 6 yrs+
Hands-on experience with ServiceNow, especially in incident and request management.
Strong understanding of ITIL/ITSM frameworks.
Excellent communication, interpersonal, and problem-solving skills.
Experience with ticketing tools, reporting dashboards, and knowledge management systems.
Bachelor’s degree in computer science, Information Technology, or a related field (preferred).
Role will be based out of Bangalore only.

More Jobs at Information Services Group

ServiceNow Platform Support (Custom Applications)

Bengaluru, Karnataka

8.0 - 8.0 yrs

Salary: Not disclosed

AI Developer — ISG Research

Bengaluru

5.0 - 10.0 yrs

INR 3 - 7 Lacs

IT Procurement - Analyst

Bengaluru

6.0 - 8.0 yrs

INR 3 - 3 Lacs

Title Consultant / Senior Consultant / Consulting Manager

karnataka

5.0 - 10.0 yrs

Salary: Not disclosed

Presentation, Documentation Specialist - Analyst / Senior Analyst

karnataka

2.0 - 6.0 yrs

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.