Team Lead (ServiceNow, Workflow/Incident Mgmt, Reporting/Analytics, SOP/Documentation)

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Job Title - Team Lead

Location - Detroit Metropolitan, MI (Onsite)

Contract Long term

Roles and Responsibilities:

• Primary point of contact for technical teams.
• Maintain all Standard Operating Procedures (SOP) approved by the client.
• Maintain ServiceNow Workflows, Forms, Data.
• Conduct weekly Team Meeting.
• Conduct monthly Management meetings
• Service Level Analytics and Reporting.
• Track and Report on Customer Survey.
• Provide Standard Monthly Analytics and Reporting as available.
• Provide Escalation guidance and review.
• Identify and Assign Level 1 Scripting Updates.
• Identify and Assign Tier 0 Support Updates in ServiceNow knowledge base.