Analyst Software Engineering - ServiceNow Platform Production Support-Tier 1

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

The ServiceNow Platform Production Support Tier 1 Analyst 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, strong 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 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
  • Email and notification troubleshooting
  • Update Sets and Deployment method
• Exposure to ServiceNow support environment is a plus

Weekly Hours:

Time Type:

Location:

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.