Team Lead - ServiceNow Administration
Siemens
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Keywords
Job Description
Key Responsibilities
Technical Leadership
- Act as a technical escalation point for L1.5 support, providing guidance on incident triage, categorization, and resolution approach
- Perform advanced troubleshooting and analysis of incidents and service requests within the ServiceNow platform
- Ensure high-quality ticket enrichment before escalation to L2/L3 (logs, categorization, CI mapping, reproducibility details)
- Resolve medium-complexity incidents and requests within agreed SLA targets
- Follow and enforce ITIL best practices across Incident, Request, and Escalation processes
- Support major incident (P1/P2) handling, including technical investigation and coordination with resolver teams
- Analyze recurring issues and contribute to problem identification and root cause inputs
- Maintain and improve knowledge articles (KBs), workarounds, and known error documentation
- Collaborate with monitoring and support tools (e.g., Dynatrace, SAP interfaces) to validate alerts and correlate incidents
- Ensure accurate prioritization and impact assessment based on business and service context
- Actively contribute to continuous service improvement initiatives (e.g., reduction of ticket reassignments, faster resolution cycles)
- Lead and manage a team of ServiceNow administrators/engineers
- Coordinate the team capacity and resources during a 24/7 shift allocation
- Manage resource planning and capacity
- Ensure adherence to team objectives, priorities, and workload distribution
- Ensure high-quality service delivery aligned to SLAs and KPIs
- Foster a culture of:
- Ownership
- Continuous improvement
- Knowledge sharing
- Act as the main escalation point for team-related issues
- Collaborate with stakeholders (e.g., ITSM process owners, business units)
- 5+ years of hands-on ServiceNow experience
- 2+ years in technical leadership or team lead role
- Proven experience managing platform administration teams preferred
- Strong background in ITSM processes and enterprise IT operations
- Strong expertise in ServiceNow platform administration
- Experience with:
- SAP
- Dynatrace
- ServiceNow upgrades and release management
- Certifications:
- ServiceNow Fundamentals
- ServiceNow Certified System Administrator (CSA)
- ITIL Foundation V4
- Familiarity with:
- ITIL framework
- Agile/Scrum methodologies
- Solid people management and coaching skills
- Excellent stakeholder communication abilities
- Ability to balance hands-on work with leadership responsibilities
- Strong problem-solving and decision-making skills
- Structured, process-oriented mindset
About The Company
Siemens
Siemens AG (Berlin and Munich) is a leading technology company focused on industry, infrastructure, transport, and healthcare. From more resource-efficient factories, resilient supply chains, and smarter buildings and grids, to cleaner and more comfortable transportation as well as advanced healthcare, the company creates technology with purpose adding real value for customers. By combining the real and the digital worlds, Siemens empowers its customers to transform their industries and markets, helping them to transform the everyday for billions of people. Siemens also owns a majority stake in the publicly listed company Siemens Healthineers, a globally leading medical technology provider shaping the future of healthcare. In fiscal 2023, which ended on September 30, 2023, the Siemens Group generated revenue of €77.8 billion and net income of €8.5 billion. As of September 30, 2023, the company employed around 320,000 people worldwide.
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