Role: ServiceNow Platform Production Support– Tier 1

Location: Bengaluru/Hyderabad

Experience: 4+ years (with Certified ServiceNow Administrator)

Role Summary The ServiceNow Platform Production Support Tier 1 Analyst is responsible for providing first-level technical support for the ServiceNow platform. This role focuses on incident logging, initial troubleshooting, user support, request fulfilment, and timely escalation to higher support tiers when required. The ideal candidate should have deep ServiceNow knowledge, strong communication skills, and the ability to work in a fast-paced support environment.

Key Responsibilities

Incident Management

Monitor ServiceNow queues and handle incoming incidents and service requests.

Log, categorize, and prioritize incidents based on impact and urgency.

Perform initial troubleshooting using knowledge articles and standard procedures.

Resolve common issues within defined SLAs.

Escalate unresolved incidents to Tier 2 or Tier 3 teams with proper documentation.

Request Fulfilment

Process standard service requests such as:

User access requests

Basic configuration requests

Catalog request fulfilment

Tenant Application Code Deployment Requests

Ensure requests are completed within SLA timelines.

Monitoring & Alerts

Monitor system alerts, logs, dashboards, and integrations.

Acknowledge alerts and initiate predefined recovery actions where applicable.

Notify appropriate teams during system outages or performance degradation.

User Support

Provide first-level support to end users via portal, email.

Assist users with navigation and usage of ServiceNow modules.

Maintain clear communication with users regarding incident status and updates.

Documentation & Knowledge Management

Follow standard operating procedures (SOPs) and runbooks.

Create and update knowledge articles for recurring issues.

Maintain accurate ticket documentation and resolution notes.

SLA & Compliance

Ensure adherence to SLAs and operational procedures.





Maintain quality and compliance with support standards.

Participate in shift handovers and daily operational reviews.

Required Skills

Technical Skills

Good understanding of ServiceNow platform

Expertise in modules such as:

Incident Management

Service Request Management

Knowledge Management

Good understanding of ITIL concepts

Valuable troubleshooting skills in

User access issues

Portal navigation

Standard ServiceNow workflows

Integration Flows

Authentications Method

Understanding of ticketing tools and support processes

Soft Skills

Strong verbal and written communication

Good customer service mindset

Ability to work in rotational shifts

Strong attention to detail

Ability to follow documented processes

Preferred Qualifications

ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialists(CIS) in any modules

ITIL Foundation Certification – preferred

Solid Understanding of

Active Directory

User management

Email and notification troubleshooting

Update Sets and Deployment method

Exposure to ServiceNow support environment is a plus

Weekly Hours

40

Time Type

Regular

Location

Bengaluru, India, Hyderabad, India

AT&T; and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T; will provide reasonable accommodations to qualified individuals with disabilities.

AT&T; is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.

📌 Analyst Software Engineering - ServiceNow Platform Production Support-Tier 1 (Hyderabad)
🏢 ATu0026T
📍 Hyderabad