ServiceNow - Production Support Lead

NeerInfo Solutions; Austin (TX); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading technology solutions provider is seeking a ServiceNow - Production Support Lead to interface with stakeholders and manage system stability in Austin, TX. This role involves leading high-priority issue resolution, driving process improvements, and overseeing support operations. Required qualifications include a Bachelor's degree and 4+ years in IT with a strong background in ServiceNow platform support and ITIL processes. Candidates must be located near Austin or willing to relocate.

Qualifications

• 4+ years of experience in Information Technology.
• Experience in ServiceNow Production support projects.
• Understanding of ITIL processes (Incident, Problem, Change, CMDB).

Responsibilities

• Interface with key stakeholders across the Production Support Life Cycle.
• Lead resolution of high-priority issues and ensure system stability.
• Manage day-to-day support operations and service requests.

Skills

ServiceNow Platform Support

ITIL Processes

Integration Concepts

Education

Bachelor’s degree or foreign equivalent

Tools

ServiceNow

Job description

Role : ServiceNow - Production Support Lead.

onsite at Austin Texas

seeking a ServiceNow - Production Support Lead. This position will interface with key stakeholders and apply your expertise across different stages of the Production Support Life Cycle, including incident management, problem resolution, root cause analysis, and continuous service improvement. You will play an important role in leading and coordinating the resolution of high-priority issues, ensuring system stability, and minimizing business impact. You will also oversee day-to-day support operations, manage service requests, drive automation and process improvements, and ensure adherence to SLAs. In this role, you will lead validation and coordination of fixes across environments, support implementation and transition activities, and provide guidance during critical releases and warranty periods. You will be part of a collaborative culture where teamwork is encouraged, operational excellence is rewarded, and diversity is respected and valued.

Candidate must be located within the commuting distance of Austin, TX or be willing to relocate to this location.

Required Qualifications:

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 4 years of Information Technology experience
• Strong experience in supporting ServiceNow Platform.
• Strong understanding of ITIL processes (Incident, Problem, Change, Service Catalogue, CMDB).
• Experience in working on ServiceNow Production support projects
• Familiarity with integration concepts (API, Webservices, REST/SOAP).

Preferred Qualifications:

• Good to have - ServiceNow Certified System Administrator (CSA) certification.
• Exposure to advanced ServiceNow modules like Discovery, HRSD, and ITOM.
• Experience in ServiceNow upgrades and patching activities.
• Experience and desire to work in a Global delivery environment.
• Ability to work in diverse/multiple team stakeholder environment and client interfacing skills.