ServiceNow Platform Support (Custom Applications)

As a proactive and service-oriented Helpdesk Team Lead for custom-built applications on the ServiceNow platform, your role is essential in ensuring timely incident resolution, effective queue management, and high customer satisfaction within an ITIL-aligned framework. You will lead a team of L1 support analysts, oversee ticket triage and escalation, and collaborate with cross-functional teams to ensure platform stability and continuous service improvement. **Key Responsibilities:** - Lead and manage the L1 Helpdesk team, ensuring timely resolution of incidents and service requests. - Oversee onboarding of new team members, ensuring they are trained on ServiceNow tools, support processes, and customer service standards. - Ensure all 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 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, 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. - Track and report on KPIs such as FCR, MTTR, CSAT, and more. - Analyze recurring issues and recommend improvements to reduce ticket volume and enhance user experience. - Maintain and improve support documentation, SOPs, and knowledge base articles. - Conduct regular quality audits of tickets and support interactions to ensure consistency and service excellence. - Prepare and present reports on helpdesk performance, trends, and improvement initiatives to leadership. - Maintain clear, timely, and effective communication with end-users regarding ticket status, guidance, and resolution timelines. - Manage customer escalations with professionalism, ensuring timely resolution and user satisfaction. - Act as a liaison between the L1 team and other IT functions. - Represent the support team in operational meetings and contribute to service improvement initiatives. **Qualifications Required:** - Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal. - Proficiency in JavaScript, client/server-side scripting, and ServiceNow components. - Hands-on experience with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS. - ITIL v3/v4 Foundation Certification and related service management principles. - Excellent troubleshooting, communication, and customer service skills. - Ability to lead under pressure, prioritize effectively, and make sound decisions.,