ServiceNow Support Team Leader TEMP CONTRACTThe ServiceNow Support Team Lead will manage the daily operations of the ServiceNow platform, coordinating a team to ensure platform stability, high-quality service delivery, and adherence to SLAs. TWakeMed Careers
KEY RESPONSIBILITIESTeam Leadership & Management: Oversee the ServiceNow support team, including task delegation, performance management, training, and mentoring.Platform Support & Administration: Lead the troubleshooting of complex platform issues, manage incident resolution, change management, and service request fulfillment.Technical Guidance & Development: Oversee configuration, customization, and development of ServiceNow modules (ITSM, ITOM, HRSD), ensuring adherence to best practices.Process Improvement: Drive continuous improvement of ITIL processes, workflows, and automation rules to optimize performance.Stakeholder Management: Act as the primary point of contact for technical issues, interacting with business units to define requirements and deliver solutions.Documentation & Reporting: Maintain technical documentation, create performance reports, and monitor KPIs to ensure SLA compliance.
REQUIRED SKILLS AND QUALIFICATIONSA good understanding of ServiceNow administration, development, or support, with a proven track record of leading teams.Technical Expertise: Strong knowledge of ServiceNow ITSM, ITOM, CMDB, and JavaScript.Leadership Skills: Experience with Agile methodologies, project management, and mentoring team members.Education: Bachelor's degree in Information Technology or related field.