ServiceNow Support Lead

Purview Services; Ghaziabad District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Purview Services seeks an experienced IT service desk lead to guide the Ghaziabad-based team, delivering technical leadership and timely issue resolution while driving service quality improvements.

You will develop knowledge resources, participate in on-call rotations, and mentor junior members, applying ITIL best practices and ServiceNow incident, problem, change, and release management. Strong communication and collaboration with stakeholders are essential.

Qualifications

• 5+ years in IT services, preferably in a support lead role.
• Strong understanding of ITIL processes and methodologies.
• Excellent communication and interpersonal skills with stakeholders and customers.
• Experience with ServiceNow incident, problem, change, and release management.
• Experience in an on-call rotation model and fast-paced environments.

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 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.

Skills

People leadership

Technical support

Communication skills

Problem solving

On-call experience

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.