ServiceNow Support Lead

Purview Services; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Purview Services is seeking an experienced Service Desk Lead to provide technical leadership and hands-on support for the service desk team in Hyderabad. The role focuses on ensuring timely issue resolution, driving process improvements, and maintaining a robust knowledge base as part of an ITIL-aligned operations model.

The ideal candidate will have 5+ years in IT services, strong ServiceNow skills across incident, problem, change, and release management, and excellent communication.

Qualifications

• 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.

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

ServiceNow

ITIL

Incident management

Problem management

Change management

Release management

On-call rotation

Communication skills

Mentor juniors

Tools

Knowledge base tooling

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.