Sr Associate Software Engineering- Service Now Production support- Tier 1
Role: ServiceNow Platform Production Support/Senior Associate Engineer – Tier 1
Location: Bengaluru/Hyderabad
Experience: 6+ Years
Role Summary
The ServiceNow Platform Production Support Tier 1 Senior Associate Engineer 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:
Bangalore, 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.