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 central to ensuring timely incident resolution, effective queue management, and high customer satisfaction within an ITIL-aligned framework. **Key Responsibilities:** - **Team Leadership & Operations** - Lead and manage the L1 Helpdesk team to ensure timely incident resolution and service request fulfillment. - Oversee new team member onboarding and training on ServiceNow tools and support processes. - Ensure resolution of all incidents and service requests within defined SLAs and OLAs. - Monitor and manage the helpdesk queue, ensuring accurate ticket triage, prioritization, and escalation. - Coordinate staffing schedules, shift rotations, and workload distribution for 24/7 support coverage. - Provide mentorship, coaching, performance reviews, and identify training needs for team members. - **Incident & Escalation Management** - 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, root cause analysis, and preventive actions. - Ensure adherence to ITIL best practices for Incident Management and Service Request Fulfilment. - **ServiceNow Platform Support** - 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. - **Reporting & Continuous Improvement** - Track and report on KPIs such as FCR, MTTR, CSAT, and more. - Analyze recurring issues, recommend improvements, and enhance user experience. - Maintain and improve support documentation, SOPs, and knowledge base articles. - Conduct quality audits of tickets and support interactions to ensure service excellence. - Prepare and present reports on helpdesk performance and improvement initiatives. - **Stakeholder Engagement** - Maintain clear, timely communication with end-users regarding ticket status and resolution timelines. - Manage customer escalations with professionalism and ensure 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, especially 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 design, and web technologies. - ITIL Foundation Certification and strong understanding of ITIL practices. - Excellent troubleshooting, communication, and leadership skills. This leadership opportunity offers you the chance to shape the user support experience in a dynamic and evolving environment. Your strong technical skills and ability to lead under pressure will be crucial in ensuring the stability and continuous improvement of the ServiceNow platform.,