Role: ServiceNow Platform Production Support
- Tier 1
Location: Bengaluru/Hyderabad
Experience: 4+ years (with Certified ServiceNow Administrator)
- Role Summary

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




- 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
- Valuable understanding of ITIL concepts
- Good troubleshooting skills in:
- User access issues
- Portal navigation
- Standard ServiceNow workflows
- Integration Flows
- Authenticati

📌 Analyst App/prod Support (Hyderabad)
🏢 At&T
📍 Hyderabad