ServiceNow Support Lead

Purview Services; Kolkata District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Purview Services in Kolkata invites an experienced IT service desk lead to drive technical support operations and ensure timely resolution of customer issues.

You will mentor staff, collaborate with cross-functional teams to improve processes, develop knowledge base content, and participate in on-call rotations delivering 24/7 support when required.

Qualifications

• Minimum 5 years of experience in IT services, with a lead/support role.
• Strong ServiceNow knowledge: incident, problem, change, release management.
• Excellent communication and stakeholder management.
• Proficient in ITIL processes and methodologies.
• Proven ability to analyze complex problems and develop creative solutions.
• Experience participating in on-call rotation and 24/7 support.

Responsibilities

• Provide technical support and leadership to the service desk team.
• Collaborate with cross-functional teams to implement process improvements.
• Develop and maintain knowledge base articles and training materials.
• Analyze customer feedback to improve processes and customer satisfaction.
• Participate in on-call rotation and provide 24/7 support as needed.
• Mentor junior staff and promote knowledge sharing.

Skills

Leadership

Communication

Problem solving

Customer service

Stakeholder management

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.