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Enterprise Application Support Specialist (Lead)

Mumbai, India

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Experience: 10 years
The Details are given below:
Job TitleEnterprise Application Support Specialist (Lead)Location: Accion CityRole SummaryWe are seeking an experienced Enterprise Application Support Specialist (Lead) to provide technical leadership, strategic direction, and operational excellence across our enterprise application landscape, with a particular focus on ServiceNow, SharePoint, and Nintex platforms.This role requires a strong blend of technical expertise, ITSM platform ownership, people leadership, and strategic vision. The successful candidate will be responsible for defining and executing the roadmap for the ServiceNow platform, leading application support teams, driving continuous improvement initiatives, and ensuring reliable delivery of business-critical enterprise services.The ideal candidate will possess a deep understanding of enterprise application support, IT service management processes, platform governance, and stakeholder management, while demonstrating the leadership capabilities necessary to manage and develop offshore team members.Key ResponsibilitiesServiceNow Platform Leadership & Strategy

  • Own and drive the strategic roadmap for the ServiceNow platform, ensuring alignment with business objectives and IT transformation initiatives.
  • Identify opportunities to enhance and expand platform capabilities across ITSM and related ServiceNow modules.
  • Partner with business and technology stakeholders to prioritize platform enhancements and continuous improvement initiatives.
  • Establish governance, standards, and best practices for ServiceNow development, support, and administration.
  • Evaluate emerging ServiceNow capabilities and recommend long-term platform improvements.

Enterprise Application Support

  • Provide leadership and oversight for the support and maintenance of enterprise applications, including:
    • ServiceNow
    • Microsoft SharePoint
    • Nintex
    • Other associated business applications
  • Ensure platform stability, performance, security, and availability.
  • Lead incident, problem, and change management activities related to supported applications.
  • Drive root cause analysis and implement sustainable solutions to recurring issues.

Team Leadership & People Management

  • Lead, mentor, and develop offshore application support team members.
  • Establish clear performance expectations and foster a culture of accountability, collaboration, and continuous learning.
  • Coordinate workload management, resource planning, and support coverage.
  • Build a high-performing support organization focused on customer satisfaction and operational excellence.

Stakeholder Engagement

  • Serve as the primary escalation point for critical application-related issues.
  • Collaborate with IT leadership, business stakeholders, project teams, vendors, and support partners.
  • Provide regular updates on platform health, roadmap progress, service performance, and improvement initiatives.
  • Translate business requirements into scalable technology solutions.

Operational Excellence

  • Define and monitor service metrics, KPIs, and SLAs.
  • Drive automation opportunities and process improvements utilizing ServiceNow, SharePoint, and Nintex capabilities.
  • Ensure compliance with organizational security, governance, and operational standards.
  • Support audits, risk assessments, and compliance activities where required.

Required Qualifications

  • Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent experience).
  • Significant experience supporting and administering enterprise applications in a corporate environment.
  • Strong hands-on experience with ServiceNow, including ITSM processes and platform administration.
  • Experience supporting and managing Microsoft SharePoint environments.
  • Experience working with Nintex workflows, forms, and process automation solutions.
  • Demonstrated experience leading technical teams and managing offshore resources.
  • Strong understanding of:
    • Incident Management
    • Problem Management
    • Change Management
    • Service Request Management
    • ITIL best practices
  • Excellent communication, stakeholder management, and leadership skills.

Preferred Qualifications

  • ServiceNow certifications (CSA, CIS, or equivalent).
  • ITIL Certification.
  • Experience leading ServiceNow platform transformation or modernization programs.
  • Experience with workflow automation, process optimization, and digital transformation initiatives.
  • Experience managing vendor relationships and third-party support partners.
  • Knowledge of Microsoft 365 ecosystem and associated collaboration technologies.

Key Competencies

  • Strategic Thinking and Roadmap Planning
  • ServiceNow Platform Vision and Governance
  • Team Leadership and Talent Development
  • Enterprise Application Support Management
  • IT Service Management (ITSM)
  • Stakeholder Engagement
  • Process Improvement and Automation
  • Problem Solving and Decision Making
  • Operational Excellence
  • Communication and Influencing Skills

Ideal Candidate ProfileThe ideal candidate is more than a support lead—they are a platform owner and strategic leader who can define the future direction of the ServiceNow ecosystem, influence business stakeholders, and build a high-performing offshore support organization. They combine strong technical expertise with leadership capability and possess a clear vision for how enterprise service management platforms can evolve to support business growth and operational excellence.

Apply Now!