ServiceNow Support Lead

Purview Services; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Purview Services in Mumbai is seeking an experienced IT service leader to guide the service desk, drive incident and change management, and mentor a growing team.

You will collaborate with cross-functional teams, develop knowledge bases, and implement process improvements to raise service quality. On-call rotation and strong customer focus are essential.

Candidates should have 5+ years in IT services, ServiceNow expertise, and ITIL proficiency.

Qualifications

• Minimum 5 years of experience in IT services, preferably in a support lead role.

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

Leadership

Communication

Problem-solving

Mentoring

On-call support

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.