ServiceNow Platform Support (Custom Applications)

As a Helpdesk Team Lead for ServiceNow Platform Support, your role is crucial in managing frontline support operations for custom-built applications on the ServiceNow platform, with a focus on the Service Portal interface. You will play a key role in ensuring timely incident resolution, effective queue management, and high customer satisfaction within an ITIL-aligned framework. **Key Responsibilities:** - Lead and manage the L1 Helpdesk team to ensure timely and high-quality resolution of incidents and service requests. - Oversee new team member onboarding, including training on ServiceNow tools, support processes, and customer service standards. - Ensure incidents and service requests are resolved within defined SLAs and OLAs. - Monitor and manage the helpdesk queue, ensuring accurate triage, prioritization, and escalation of tickets. - Coordinate staffing schedules, shift rotations, and workload distribution for 24/7 support coverage. - Mentor team members, conduct performance reviews, and identify training needs. - Act as the first point of escalation for unresolved or complex L1 issues. - Lead responses to major incidents, ensuring timely coordination, stakeholder communication, and resolution. - Conduct post-incident reviews and contribute to root cause analysis and preventive actions. - Ensure adherence to ITIL best practices for Incident Management, Service Request Fulfilment, and Knowledge Management. - Oversee L1 support for custom ServiceNow applications and the Service Portal interface. - Perform basic configuration tasks, user account administration, and access management within ServiceNow. - Collaborate with L2/L3 teams for escalations, platform enhancements, and bug fixes. - Participate in testing and validation of new ServiceNow features, upgrades, and patches. **Qualification Required:** - Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal. - Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies. - Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS. - Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities. - Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification and related service management principles. - Excellent troubleshooting, communication, and customer service skills. - Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions.,