Role: ServiceNow Platform Production Support Tier 1

Location: Bengaluru/Hyderabad

Experience: 2 yrs to 4yrs

Role Summary

The ServiceNow Platform Production Support Tier 1 Senior Associate Engineer 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, solid 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 procedur

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