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, robust 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 co