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Information Services Group Careers
ServiceNow Lead
Consulting
Mid-Level
ServiceNow Role Type:
Application Developer
ServiceNow Modules:
IT Service Management
Incident Management
Service Portal
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Certified System Administrator
Job description
Posted on:
October 30, 2025
The ServiceNow Lead will be responsible for managing and supporting a team of L1 support analysts handling incidents, requests, and user queries. This role involves 24/7 coverage, monitoring tickets, escalating issues, maintaining documentation, and analyzing support metrics. The ideal candidate will also collaborate with application owners and developers to improve support processes and user experience.
Requirements
- Lead and manage a team of L1 support analysts.
- Monitor ticket queues and resolve incidents in accordance with SLAs.
- Coordinate with L2/L3 teams as needed.
- Ensure consistent documentation of issues and resolutions.
- Conduct regular team meetings and performance reviews.
- Generate and analyze support metrics.
Benefits
- Competitive salary
- Professional development opportunities
Requirements Summary
4+ years IT helpdesk support. ServiceNow certification (System Admin). ITIL/ITSM knowledge. Bachelor's degree preferred
