ServiceNow Platform Support (Custom Applications)

L1 Helpdesk Team Lead is responsible for managing frontline support operations for custom applications on the ServiceNow platform. The role focuses on ensuring timely resolution of incidents, high customer satisfaction, and effective queue management. The position also involves fostering team growth and contributing to continuous service improvement through monitoring, reporting, and collaboration with cross-functional teams.

Requirements

• 6–8 years overall experience, with 3+ years in a leadership or supervisory role in IT support and 2–4 years of experience in ServiceNow platform support
• Strong experience in ServiceNow platform support, particularly with custom applications and Service Portal
• Proficiency in JavaScript, client/server-side scripting, and ServiceNow components such as Business Rules, Script Includes, UI Policies, and Data Policies
• Familiarity with REST/SOAP API integrations, UI Pages, UI Macros, HTML, CSS, and AngularJS
• Familiarity with Now Experience UI Builder, Integration Hub, and Mobile Agent capabilities
• Strong understanding of ITIL practices with ITIL v3/v4 Foundation Certification
• Excellent troubleshooting, communication, and customer service skills
• Demonstrated ability to lead under pressure, prioritize effectively, and make sound decisions
• Degree in Computer Science, Engineering, or a related field

Benefits

• Competitive Salary
• Growth Opportunities
• Supportive Team Environment