ServiceNow Support Account Management (Hyderabad)

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) workplace. - 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. .