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 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 & 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
Valuable 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
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📍 Hyderabad