ServiceNow Lead
Information Services Group · Bengaluru · onsite · Posted 72d ago
Not disclosed4–6 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Description
Key Responsibilities:
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.
- ServiceNow Certified System Administrator or equivalent certification.
- Experience supporting custom applications built on the ServiceNow platform.
- Familiarity with automation and workflow tools within ServiceNow.
- 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.
Sourced from foundit
Skills
ServicenowitsmITILTicketing Toolsreporting dashboardsKnowledge Management SystemsAutomation and workflow tools
About Information Services Group
Information Services Group
IT Services & Consulting
623
employees
2006
20 years old
Bangalore / Bengaluru, Karnataka
India
₹10.9L PA avg
Avg at Information Services Group
About
ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm
Industries
IT Services & ConsultingBanking / Insurance / AccountingFinancial ServicesSoftware ProductManagement Consulting
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