ServiceNow Technical Lead

TribolaTech Inc; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading IT services company in India seeks a ServiceNow Team Lead to oversee a team, manage incoming tasks, and enhance customer satisfaction. The role requires strong leadership, technical expertise in ServiceNow, and effective communication skills. Ideal candidates will have over 5 years on the ServiceNow platform, including experience in ITSM and technical team management.

Qualifications

• 5+ years of experience with the ServiceNow platform.
• 2+ years in a leadership or team lead role.
• Strong communication skills.

Responsibilities

• Oversee and prioritize ServiceNow related tasks.
• Mentor and guide team members.
• Act as the primary liaison with customers.

Skills

Leadership

ServiceNow expertise

Customer communication

Problem solving

Education

Bachelor’s degree in computer science or related field

Tools

Jira

ServiceNow Agile Development

Job description

Overview

The ServiceNow Team Lead will oversee a team of ServiceNow professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met. This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high quality solutions on the ServiceNow platform.

Key Responsibilities

• Work Management: Prioritize, organize, and manage incoming ServiceNow related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.
• Task Assignment: Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.
• Customer Engagement: Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.
• Team Leadership: Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.
• ServiceNow Expertise: Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.
• Process Improvement: Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow platform functionality.
• Reporting and Metrics: Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.
• Issue Resolution: Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.
• Collaboration: Work closely with cross functional teams, including IT, project management, and business units, to align ServiceNow solutions with organizational goals.

Qualifications

• Education: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
• Experience with the ServiceNow platform: 5+ years (ITSM, ITOM, HR, or other modules).
• Leadership experience: 2+ years in a leadership or team lead role, managing technical teams.
• Customer facing experience with strong communication skills.
• Certifications: ServiceNow Certified System Administrator (required); additional certifications such as Certified Implementation Specialist or Certified Application Developer (preferred).
• Technical Skills: Proficiency in ServiceNow configuration, customization, and administration (e.g. workflows, scripting, integrations).
• Familiarity with ITIL processes (Incident, Problem, Change Management).
• Soft Skills: Strong leadership and team management, excellent verbal and written communication, problem solving, and ability to multitask in a fast paced environment.
• Preferred: Experience with Agile/Scrum methodologies and project management tools (e.g. Jira, ServiceNow Agile Development).

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Consulting
• Industries: IT Services and IT Consulting