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Team Lead - Servicenow Administration
Posted on May 23, 2026
- Ka, India
- 0 - 0 USD (yearly)
- Full Time
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The ServiceNow Technical & Team Lead is responsible for leading a team of ServiceNow administrators while actively involved in providing technical support as a senior member of the team. This role combines deep technical expertise with people leadership and operational management to ensure process compliance with service management SLAs and KPIs for the entrusted services.
Key Responsibilities
Technical Leadership
- Act as a technical escalation point for L1.5 support, providing guidance on incident triage, categorization, and resolution approach
- Perform advanced troubleshooting and analysis of incidents and service requests within the ServiceNow platform
- Ensure high-quality ticket enrichment before escalation to L2/L3 (logs, categorization, CI mapping, reproducibility details)
- Resolve medium-complexity incidents and requests within agreed SLA targets
- Follow and enforce ITIL best practices across Incident, Request, and Escalation processes
- Support major incident (P1/P2) handling, including technical investigation and coordination with resolver teams
- Analyze recurring issues and contribute to problem identification and root cause inputs
- Maintain and improve knowledge articles (KBs), workarounds, and known error documentation
- Collaborate with monitoring and support tools (e.g., Dynatrace, SAP interfaces) to validate alerts and correlate incidents
- Ensure accurate prioritization and impact assessment based on business and service context
- Actively contribute to continuous service improvement initiatives (e.g., reduction of ticket reassignments, faster resolution cycles)
Team Leadership
- Lead and manage a team of ServiceNow administrators/engineers
- Coordinate the team capacity and resources during a 24/7 shift allocation
- Manage resource planning and capacity
- Ensure adherence to team objectives, priorities, and workload distribution
- Ensure high-quality service delivery aligned to SLAs and KPIs
- Foster a culture of:
- Ownership
- Continuous improvement
- Knowledge sharing
- Act as the main escalation point for team-related issues
- Collaborate with stakeholders (e.g., ITSM process owners, business units)
Required Qualifications & Experience
- 5+ years of hands-on ServiceNow experience
- 2+ years in technical leadership or team lead role
- Proven experience managing platform administration teams preferred
- Strong background in ITSM processes and enterprise IT operations
Technical Skills
- Strong expertise in ServiceNow platform administration
- Experience with:
- SAP
- Dynatrace
- ServiceNow upgrades and release management
- Certifications:
- ServiceNow Fundamentals
- ServiceNow Certified System Administrator (CSA)
- ITIL Foundation V4
- Familiarity with:
- ITIL framework
- Agile/Scrum methodologies
Leadership & Soft Skills
- Solid people management and coaching skills
- Excellent stakeholder communication abilities
- Ability to balance hands-on work with leadership responsibilities
- Strong problem-solving and decision-making skills
- Structured, process-oriented mindset
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