Lead day-to-day operations of ServiceNow production support across Tier 1 and Tier 2 teams
Ensure platform availability, reliability, and performance across environments
Manage support operations for multiple ServiceNow modules and instances
Define and maintain support processes, workflows, and escalation models
Oversee shift operations including 24x7 support structures
Act as the primary escalation point for P1 and P2 incidents
Drive Root Cause Analysis (RCA) and corrective actions
Track incident trends and implement preventive measures
Own overall ServiceNow support service delivery
Define KPIs, SLAs, and operational metrics
Lead and mentor Tier 1 and Tier 2 support teams
Identify training needs and drive capability building
Promote automation and platform optimization initiatives
Act as the primary point of contact for business stakeholders
Oversee change and release activities across environments

10+ years of experience in ServiceNow platform development and administration
Strong hands-on experience with ServiceNow platform administration and development
Expertise in core modules such as: ITSM, Service Catalog, CMDB, Knowledge Management, Change and Incident Management
Good understanding of Integrations (REST/SOAP APIs), MID Servers, Performance tuning, Data management
Experience supporting multi-instance ServiceNow environments
Knowledge of release and deployment processes
ServiceNow Certified System Administrator (CSA) – Required
ServiceNow Certified Application Developer (CAD) – Preferred
ITIL Foundation / ITIL Intermediate – Preferred

Senior ServiceNow Engineer – Platform Lead

Key skills