Company Name: VARITE India Private Limited

About The Client:

Client is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including 75 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth

Essential Job Functions:
- 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.

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.
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📌 ServiceNow Lead (Bengaluru)
🏢 VARITE
📍 Bengaluru