ServiceNow Production Support Team Lead - Remote - CG

Role: ServiceNow Production Support Team Lead

Locations: 100% Remote

Duration: 12+ Months Contract

Job Description:

• We are seeking an experienced Production Support SME for ServiceNow to join our team.
• The ideal candidate will possess deep expertise in ServiceNow IT Service Management (ITSM) and be capable of providing ongoing production support for ServiceNow applications.
• As a Production Support SME, you will ensure the seamless operation of ServiceNow in a production environment, resolve issues efficiently, and provide expert guidance to both technical and non-technical stakeholders.

Production Support & Issue Resolution:

• Provide expert-level support for ServiceNow ITSM applications in production.
• Troubleshoot and resolve issues with ServiceNow modules (Incident, Problem, Change, Service Catalog, Knowledge Management, etc.).
• Monitor system performance and resolve any production issues related to the ServiceNow platform.
• Proactively identify and resolve recurring incidents to minimize system downtime and disruptions.

ServiceNow Configuration & Customization Support:

• Collaborate with development teams to implement minor customizations or enhancements to ServiceNow without impacting production stability.
• Perform post-implementation verification and validation of changes, ensuring minimal disruptions to end users.

Collaboration with Stakeholders:

• Work closely with IT operations, development teams, and business stakeholders to understand requirements and deliver solutions.
• Provide subject matter expertise and guidance to junior team members, and act as the go-to resource for technical issues.

Incident, Change, and Problem Management:

• Participate in the root cause analysis (RCA) of high-priority incidents and major incidents affecting production systems.
• Ensure adherence to change management processes when supporting system updates or configuration changes in ServiceNow.

Performance Monitoring & Optimization:

• Monitor ServiceNow performance and troubleshoot system issues related to scalability, availability, and speed.
• Suggest improvements or optimizations for the system and collaborate with relevant teams to implement them.

Documentation & Knowledge Sharing:

• Create and maintain operational documentation, runbooks, and troubleshooting guides for internal use.
• Maintain detailed records of incidents, resolutions, and other critical information in ServiceNow.

User & Stakeholder Support:

• Provide timely and effective communication to users regarding incidents, outages, and scheduled maintenance.
• Assist with ServiceNow platform upgrades, patching, and system migrations to ensure business continuity.

Required Qualifications:

• 5+ years of experience in ServiceNow production support or a similar role.
• Experience with ITSM, ITOM, or other ServiceNow applications (e.g., HRSD, CSM, SecOps).

Technical Skills:

• In-depth knowledge of ServiceNow platform, ITSM processes, and workflows.
• Experience in scripting (JavaScript, ServiceNow scripting, etc.) and integration with third-party tools.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues quickly.

Certifications:

• ServiceNow Certified System Administrator (CSA) required.
• ServiceNow Certified Implementation Specialist (CIS) preferred.

Soft Skills:

• Strong communication and interpersonal skills to work with diverse stakeholders.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent problem-solving and analytical skills.

Desired Qualifications:

• Experience with ServiceNow Upgrades:
• Hands-on experience with ServiceNow upgrade processes and handling issues that arise during upgrades.
• Knowledge of ITIL Framework:
• Strong understanding of ITIL best practices for ITSM processes.
• Experience in Incident and Change Management:
• Experience with large-scale production environments and the handling of critical incidents and major service disruptions.