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





- Good understanding of ServiceNow platform :

- Expertise in modules such as:

- Incident Management

- Service Request Management

- Knowledge Management

- Good understanding of ITIL concepts

- Good troubleshooting skills in:

- User access issues

- Portal navigation

- Standard ServiceNow workflows

- Integration Flows

- Authentications Method

- Understanding of ticketing tools and support processes

Soft Skills

- Strong verbal and written communication
- Good customer service mindset
- Ability to work in rotational shifts
- Strong attention to detail
- Ability to follow documented processes

Preferred Qualifications

- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialists(CIS) in any modules

- ITIL Foundation Certification - preferred

- Solid Understanding of:

- Active Directory

- User management

- Update Sets and Deployment method

- Exposure to ServiceNow support environment is a plus

Weekly Hours : 40

Time Type : Regular

Location : Bengaluru, India, Hyderabad, India

It is the policy of AT&T; to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T; will provide reasonable accommodations for qualified individuals with disabilities. AT&T; is a fair chance employer and does not initiate a background check until an offer is made.

📌 Analyst App/prod Support - Servicenow Platform Production Support-tier 1 (Hyderabad)
🏢 Atet
📍 Hyderabad