ServiceNow Support Lead

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

Job summary

Purview Services in Lucknow, India seeks a seasoned IT service desk lead to provide technical support and leadership to the service desk team, ensuring timely resolution of customer issues.

The role focuses on ServiceNow incident/problem/change/release management, ITIL processes, and mentoring junior staff while collaborating with cross-functional teams to improve service quality and drive process improvements.

Qualifications

• 5+ years of IT services experience, with a lead/support role.
• Strong ServiceNow experience: incident, problem, change, release management.
• Excellent communication and interpersonal skills with stakeholders.
• Experience with ITIL processes and methodologies.
• Analytical problem-solving abilities.
• Experience in on-call rotation.

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 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

ITIL processes

Leadership

Customer communication

Problem solving

Mentoring

On-call flexibility

Tools

ServiceNow

Incident management

Release management

Change management

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.