We are looking for experienced ServiceNow professionals to join our Support Account Management (SAM) team. This is an operations-focused role responsible for managing ServiceNow support activities, coordinating incident and change processes, driving stakeholder communication, and ensuring service delivery excellence. The role is best suited for candidates with a strong ServiceNow platform background who have progressed into support, operations, or team leadership positions.

Location : Hyderabad (Onsite)

Experience: 10+ years

Type : Contract, 6+12 months, extendable

Required Skills & Experience

- 8+ years of experience working with the ServiceNow platform, preferably in Support, Operations, or Managed Services environments.
- Experience managing Incidents, Changes, Releases, Upgrades, and Service Requests.
- Prior experience in a Client Support Organization or Managed Service Provider (MSP) environment.
- Strong understanding of ITIL processes and operational support models.
- Experience coordinating customer support tickets and operational escalations.
- Excellent stakeholder management, communication, and organizational skills.
- Robust documentation and professional writing skills.
- Ability to manage multiple priorities in a fast-paced support environment.

Key Responsibilities

- Manage day-to-day ServiceNow support operations,



ensuring timely resolution of incidents, service requests, problems, and change activities.
- Coordinate with customers, technical teams, and stakeholders to ensure high-quality service delivery.
- Monitor and manage incident, change, release, and upgrade activities in accordance with ITIL best practices.
- Act as the primary point of contact for customer support engagements and operational governance.
- Lead service review meetings, operational discussions, and stakeholder communications.
- Track SLA compliance, operational KPIs, and service performance metrics.
- Coordinate production support, issue prioritization, escalation management, and risk mitigation.
- Collaborate with cross-functional teams to drive continuous service improvements.
- Prepare operational reports, documentation, knowledge articles, and customer communications.
- Support ServiceNow platform administration activities where required.
- Participate in ServiceNow-led enablement and training programs.
- Ensure adherence to organizational processes, governance, and quality standards.

Mandatory Qualifications

- ServiceNow Certified System Administrator (CSA) certification.
- Additional ServiceNow certifications such as CAD or CIS are highly desirable.

📌 ServiceNow Support Account Management (Hyderabad)
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