- Lead and manage a team of L1 support analysts handling incidents, service requests, and user queries related to the ServiceNow application. Across multiple shifts to ensure 24x5 coverage.
- Monitor ticket queues to ensure timely response and resolution in accordance with SLAs.
- Act as the first point of escalation for unresolved issues and coordinate with L2/L3 teams as needed.
- Ensure consistent documentation of issues, resolutions, and knowledge base updates.
- Conduct regular team meetings, performance reviews, and training sessions to maintain high service standards.
- Collaborate with application owners and developers to improve support processes and user experience.
- Generate and analyze support metrics to identify trends and areas for improvement.
- Maintain shift schedules and ensure adequate coverage during business hours and on-call rotations.
Preferred Qualifications:
- ServiceNow Certified System Administrator or equivalent certification.
- Experience supporting custom applications built on the ServiceNow platform.
- Familiarity with automation and workflow tools within ServiceNow.
Required Skills & Qualifications:
- 4+ years of experience in IT helpdesk or application support, with at least 1 year in a leadership role from the total experience of 6 yrs+
- Hands-on experience with ServiceNow, especially in incident and request management.
- Robust understanding of ITIL/ITSM frameworks.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with ticketing tools, reporting dashboards, and knowledge management systems.
- Bachelors degree in computer science, Information Technology, or a related field (preferred).
- Role will be based out of Bangalore only.
📌 Servicenow Lead (Bengaluru)
🏢 TPI Advisory Services
📍 Bengaluru
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