ServiceNow Support Lead

Purview Services; Pune District; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Purview Services in Pune, India is seeking an experienced IT Services Lead to provide technical leadership to the service desk, ensuring timely resolution of customer issues and driving continuous improvements. The role involves collaborating with cross-functional teams, content development for knowledge resources, and mentoring junior staff.

Applicants should have 5+ years in IT services, strong ServiceNow and ITIL experience, and excellent communication skills to engage with customers and

Qualifications

• Minimum 5 years of experience in IT services, preferably in a support lead role.
• Strong understanding of ITIL processes and ServiceNow platform functionalities (incident, problem, change, release).
• Excellent communication and interpersonal skills with internal and external stakeholders.
• Proven ability to analyze complex problems and deliver creative solutions.

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 service quality.
• Develop and maintain knowledge base articles and training materials.
• Analyze customer feedback and suggest changes to processes to improve satisfaction.
• Participate in on-call rotation, providing 24/7 support as needed.
• Mentor junior team members and promote knowledge sharing.

Skills

ServiceNow

ITIL

Stakeholder communication

On-call support

Leadership

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.