PI
ServiceNow Support Lead
Purview India Consulting and Services LLP · Pune · onsite · Posted 36d ago
Undisclosed5–8 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Roles and Responsibility
- Provide technical support and leadership to the service desk team, ensuring timely resolution of customer issues.
- Collaborate with cross-functional teams to identify and implement process improvements, enhancing overall service quality.
- Develop and maintain knowledge base articles, contributing to the development of internal documentation and training materials.
- Analyze customer feedback and suggest changes to processes or procedures that can improve customer satisfaction.
- Participate in on-call rotation, providing 24/7 support as needed.
- Mentor junior team members, promoting knowledge sharing and skill development within the team.
Job Requirements
- Minimum 5 years of experience in IT services, preferably in a support lead role.
- Strong understanding of ServiceNow platform, including incident management, problem management, change management, and release management.
- Excellent communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders.
- Experience with ITIL processes and methodologies, demonstrating a strong commitment to delivering high-quality services.
- Ability to analyze complex problems and develop creative solutions, exhibiting strong problem-solving skills.
- Experience working in an on-call rotation model, demonstrating flexibility and adaptability in a fast-paced environment.
Sourced from naukri
Skills
Servicenowcustomer satisfactionIncident ManagementTechnical Supportitil processesRelease ManagementProblem managementService qualitycustomer feedbackChange ManagementIT ServicesCommunication And Interpersonal Skills