ServiceNow Support Lead

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

Job summary

Purview Services in India (Odisha, Khordha) seeks an experienced IT service desk lead to provide technical support and leadership, ensuring timely resolution of customer issues and 24/7 on-call availability.

The role requires ServiceNow expertise, ITIL-aligned processes, strong communication, and collaboration with cross-functional teams to drive improvements and knowledge-base development.

Qualifications

• 5+ years of IT services experience, 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.
• Analytical and creative problem-solving abilities for complex issues.
• Experience on on-call rotation 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 internal documentation and training materials.
• Analyze customer feedback and suggest changes to processes or procedures to improve 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

IT service management

ServiceNow

Incident management

Problem management

Change management

Release management

ITIL processes

Leadership

Communication

On-call support

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.