About the role
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, strong 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 & 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
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ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialists(CIS) in any modules
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ITIL Foundation Certification – preferred
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Solid Understanding of:
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Active Directory
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User management
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Email and notification troubleshooting
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Update Sets and Deployment method
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Exposure to ServiceNow support environment is a plus
Weekly Hours: 40
Time Type: Regular
Location: Bengaluru, India, Hyderabad, India
AT&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.
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