ServiceNow Support Account Management Lead

Avensys Consulting · Hyderabad, India

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are looking for experienced ServiceNow professionals to join our Support Account Management (SAM) team. This is an operations-focused role responsible for managing ServiceNow support activities, coordinating incident and change processes, driving stakeholder communication, and ensuring service delivery excellence. The role is best suited for candidates with a strong ServiceNow platform background who have progressed into support, operations, or team leadership positions.

Location : Hyderabad (Onsite)

Experience: 10+ years

Type : Contract, 6+12 months, extendable

Required Skills & Experience

• 8+ years of experience working with the ServiceNow platform, preferably in Support, Operations, or Managed Services environments.
• Experience managing Incidents, Changes, Releases, Upgrades, and Service Requests.
• Prior experience in a Client Support Organization or Managed Service Provider (MSP) environment.
• Strong understanding of ITIL processes and operational support models.
• Experience coordinating customer support tickets and operational escalations.
• Excellent stakeholder management, communication, and organizational skills.
• Strong documentation and professional writing skills.
• Ability to manage multiple priorities in a fast-paced support environment.

Key Responsibilities

• Manage day-to-day ServiceNow support operations, ensuring timely resolution of incidents, service requests, problems, and change activities.
• Coordinate with customers, technical teams, and stakeholders to ensure high-quality service delivery.
• Monitor and manage incident, change, release, and upgrade activities in accordance with ITIL best practices.
• Act as the primary point of contact for customer support engagements and operational governance.
• Lead service review meetings, operational discussions, and stakeholder communications.
• Track SLA compliance, operational KPIs, and service performance metrics.
• Coordinate production support, issue prioritization, escalation management, and risk mitigation.
• Collaborate with cross-functional teams to drive continuous service improvements.
• Prepare operational reports, documentation, knowledge articles, and customer communications.
• Support ServiceNow platform administration activities where required.
• Participate in ServiceNow-led enablement and training programs.
• Ensure adherence to organizational processes, governance, and quality standards.

Mandatory Qualifications

• ServiceNow Certified System Administrator (CSA) certification.
• Additional ServiceNow certifications such as CAD or CIS are highly desirable.

WHAT’S ON OFFER:

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS:

Consultant Name : Swati Jaiswal

Avensys Consulting Pte Ltd

Email :

Whatsapp :

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