ServiceNow Technical Lead

Job Title: ServiceNow Technical Lead

Location – Remote

Work timings: 3 pm to 11 PM IST

Require:

• 5+ years of experience working with the ServiceNow 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: ServiceNow Certified System Administrator (required);

  additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).
• Technical Skills:

Below is the description for your reference:

Position Overview

The ServiceNow Team Lead will oversee a team of ServiceNow 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 ServiceNow platform.

Key Responsibilities

• Work Management

  : Prioritize, organize, and manage incoming ServiceNow-related tasks, including incident resolution, service requests, and platform enhancements, 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.

• ServiceNow Expertise

  : Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.

• Process Improvement:

  Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow 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 ServiceNow 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 ServiceNow 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: ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).
• Technical Skills:
• Proficiency in ServiceNow configuration, customization, and administration (e.g., workflows, scripting, integrations).
• Familiarity with ITIL processes (e.g., Incident, Problem, Change Management).
• Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs.
• Soft Skills:
• Strong leadership and team management abilities.
• Excellent verbal and written communication skills for engaging with customers and stakeholders.
• 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, ServiceNow Agile Development).