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, robust 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 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 & Com

📌 Specialist Software Engineering- Service Now support role (Hyderabad)
🏢 At&T
📍 Hyderabad