ServiceNow Lead

Key Responsibilities :

• 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 :

Required Skills & Qualifications :