Role: ServiceNow Platform Production Support Specialist

Location: Bengaluru/Hyderabad Experience: 5 + years to 8yrs

Role Summary

The ServiceNow Platform Production Support Tier 1 Engineer is responsible for providing advanced technical support, troubleshooting platform issues, resolving complex incidents, and supporting configuration-level changes. This role acts as the primary escalation point from Tier 1 support and works closely with Tier 2/platform engineering teams for problem resolution and root cause analysis.

The role requires hands-on ServiceNow platform knowledge, strong troubleshooting skills, and experience managing production environments.

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 explicit 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

📌 Specialist Software Engineering- Service Now support role (Hyderabad)
🏢 ATT Communication Services
📍 Hyderabad