ServiceNow Support Lead

Purview Services; Ahmedabad District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Purview Services in Ahmedabad is seeking an experienced IT service desk lead to provide technical leadership and ensure timely resolution of customer issues.

You will collaborate with cross-functional teams to implement process improvements, develop knowledge base content, and drive service quality while participating in 24/7 on-call rotations.

Qualifications

• Minimum 5 years of experience in IT services, preferably in a support lead role.
• Strong understanding of ServiceNow incident, problem, change, and release management.
• Excellent communication and interpersonal skills with stakeholders.
• Experience with ITIL processes and methodologies.
• Ability to analyze complex problems and develop creative solutions.
• Experience in on-call rotation model, with flexibility.

Responsibilities

• 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 service quality.
• Develop and maintain knowledge base articles and internal documentation.
• Analyze customer feedback and propose process changes to improve satisfaction.
• Participate in on-call rotation, providing 24/7 support as needed.
• Mentor junior team members to promote knowledge sharing and skill development.

Skills

ServiceNow expertise

ITIL process knowledge

Communication skills

Leadership/mentoring

On-call support

Tools

ServiceNow

Job description

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.