Specialist Software Engineering- Service Now Developer

AT&T; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

AT&T in Bengaluru/Hyderabad invites a ServiceNow Platform Production Support Specialist to join our operations. You will provide Tier 1–3 support, troubleshoot production issues, manage incidents, and apply configuration changes in a fast-paced environment.

You will monitor queues, handle user requests, maintain documentation, and work with Tier 2/3 engineers to drive root-cause analysis while ensuring SLA adherence and high service quality.

Qualifications

• Hands-on ServiceNow platform knowledge with production support experience.
• Experience in incident management and service requests.
• Familiarity with ITIL concepts and IT operations.
• Strong communication and customer service skills.

Responsibilities

• Monitor ServiceNow queues and handle incidents and service requests.
• Log, categorize, and prioritize incidents based on impact and urgency.
• Perform initial troubleshooting using knowledge articles and SOPs.
• Escalate unresolved issues to Tier 2/3 with proper documentation.
• Provide first-level end-user support via portal and email.
• Create and maintain knowledge articles; ensure accurate ticket documentation and resolution notes.
• Ensure SLAs are met and participate in shift handovers and daily reviews.

Skills

ServiceNow platform

Incident Management

Service Request Management

Knowledge Management

ITIL concepts

Communication

Customer service mindset

Rotational shifts

Attention to detail

Process adherence

Education

ServiceNow Certified System Administrator (CSA)

Certified Implementation Specialist (CIS) in any module

ITIL Foundation Certification

Job description

Key Responsibilities

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.

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
• Authentication 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

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.