Location : Remote

Working Timings : 3 pm to 11 pm

Job Description :

- 7 to 8 years of experience in ServiceNow

- 2+ years in a leadership or team lead role, managing technical teams

Preferred skills :

- ServiceNow Health assessment

- CMDB health dashboard

ServiceNow modules :

- ITSM, ITOM, HR, or Security Operations (Any of 2 required)

Certifications :

- CSA mandatory + any 2 other certifications

- Certified Technical Architect (CTA) or Certified Master Architect (CMA) is a plus

- Integration exp

- Hands on experience on Java script

- Flow editor & Flow Manager

- CMDB discovery

- Client & server side

- Excellent communication skills

Position Overview :

The ServiceNow Team Lead will oversee a team of ServiceNow professionals, managing incoming work, assigning tasks, and serving as the primary point of contact for customers to ensure their needs are met.

This role requires a blend of technical expertise, leadership skills, and customer-facing communication to deliver high-quality solutions on the ServiceNow platform.

Key Responsibilities :

- Work Management : Prioritize, organize, and manage incoming ServiceNow-related tasks, including incident resolution, service requests, and platform enhancements, ensuring timely delivery.

- Task Assignment : Allocate tasks to team members based on skillsets, workload, and project requirements to optimize team performance and meet deadlines.

- Customer Engagement : Act as the primary liaison with customers, gathering and clarifying requirements, providing updates on project progress, and ensuring customer satisfaction.

- Team Leadership : Mentor and guide team members, fostering a collaborative environment, providing technical guidance, and supporting professional development.

- ServiceNow Expertise : Oversee the design, development, and implementation of ServiceNow solutions, ensuring alignment with best practices and business objectives.

- Process Improvement : Identify opportunities to optimize workflows, automate processes, and enhance ServiceNow platform functionality.

- Reporting and Metrics : Track team performance, monitor KPIs, and provide regular reports to stakeholders on project status, team productivity, and service delivery.

- Issue Resolution : Escalate and resolve complex technical or customer issues, ensuring minimal disruption to service delivery.

- Collaboration : Work closely with cross-functional teams, including IT, project management, and business units, to align ServiceNow solutions with organizational goals.

Qualifications :

Education : Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience :

- 5+ years of experience working with the ServiceNow platform (ITSM, ITOM, HR, or other modules)

- 2+ years in a leadership or team lead role, managing technical teams

- Proven experience in customer-facing roles, with strong communication skills

Certifications : ServiceNow Certified System Administrator (required); additional certifications like Certified Implementation Specialist or Certified Application Developer (preferred).

Technical Skills :

- Proficiency in ServiceNow configuration, customization, and administration (e., workflows, scripting, integrations)

- Familiarity with ITIL processes (e., Incident, Problem, Change Management)

- Knowledge of JavaScript, HTML, CSS, and REST/SOAP APIs

Soft Skills :

- Strong leadership and team management abilities

- Excellent verbal and written communication skills for engaging with customers and stakeholders

- Problem-solving mindset with the ability to prioritize and multitask in a fast-paced environment

Preferred :