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:
40Time Type:
RegularLocation:
Bengaluru, India, Hyderabad, IndiaAT&T and its subsidiaries are committed to equal employment opportunity. All hiring, promotion, and other employment decisions remain merit-based and free from discrimination on the basis of race, color, religion, religious creed, national origin, ancestry, age, sex, sexual orientation, gender, gender identity, gender expression, physical disability, mental disability, pregnancy, medical condition, genetic information, marital status, citizenship status, military status, veteran status, or any other characteristic protected by federal, state, or local laws. In addition, AT&T will provide reasonable accommodations to qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made. Click here to learn more or request an application accommodation here.
Skills Required
- 4+ years of relevant experience
- Certified ServiceNow Administrator certification
- Good understanding of the ServiceNow platform
- Knowledge of Incident Management, Service Request Management, and Knowledge Management modules
- Understanding of ITIL concepts
- Troubleshooting experience with user access, portal navigation, workflows, integrations, and authentication methods
- Strong verbal and written communication skills
- Ability to work rotational shifts
- Strong attention to detail and ability to follow documented processes
- ServiceNow Certified Implementation Specialist certification
- ITIL Foundation certification
- Understanding of Active Directory, user management, email and notification troubleshooting, update sets, and deployment methods
- Exposure to a ServiceNow support environment
AT&T Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about AT&T and has not been reviewed or approved by AT&T.
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Healthcare Strength — Health coverage spans medical, dental, vision, and mental health services, plus a personal healthcare team, wellness apps, and supplemental options such as fertility care, cancer support, doula services, and wigs for chemotherapy. These comprehensive offerings are portrayed as supporting a wide range of employee needs.
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Leave & Time Off Breadth — Paid time off includes vacation, holidays, sick days, caregiver time, parental leave, and adoption assistance, with some roles reaching about 23 days of PTO after several years. Community volunteer days and flexible time off options add further support for work-life balance.
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Wellbeing & Lifestyle Benefits — Employees receive sizable service discounts like 50% off most wireless plans and broadband, along with savings on travel, event tickets, and insurance. Additional workplace perks such as hybrid work models and relocation assistance contribute to overall value.
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