Specialist Software Engineering- Service Now Developer

Cricket Wireless LLC.; Bengaluru; Hybrid; INR 1,200,000 - 1,900,000; Full time

Job summary

AT&T in Bengaluru/Hyderabad is seeking a ServiceNow Platform Production Support Specialist with 5+ years of experience. The role focuses on incident handling, request fulfilment, monitoring alerts, and user support to ensure SLAs are met.

The candidate will work across incident management, change updates, and knowledge management, following SOPs and runbooks. Shifts are rotational, and familiarity with ServiceNow and ITIL is essential.

Qualifications

• Experience in incident management and service request fulfilment.
• Strong troubleshooting ability using SOPs and KBs.
• Familiarity with ITIL processes and service management workflows.

Responsibilities

• Manage incidents and service requests in ServiceNow, categorize by impact and urgency.
• Monitor queues, log and prioritize incidents, and escalate as needed with proper documentation.
• Provide first-level user support via portal or email, guiding users through navigation.

Skills

Incident Management

ServiceNow knowledge

ITIL concepts

Troubleshooting

Communication

Tools

ServiceNow

Active Directory

Email/Notification troubleshooting

Update Sets

Job description

Role: ServiceNow Platform Production Support Specialist

Location: Bengaluru/Hyderabad

Experience: 5 + years to 8yrs

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: 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.

We are pioneers of making connections and have been ever since Alexander Graham Bell invented the telephone and founded our company. That was nearly 150 years ago, and we haven’t stopped innovating since. At our core, we help bring families, communities, and businesses together with the products and services they need to thrive every day. From the widespread and growing availability of 5G and Fiber to working on things we once only dreamed of—at AT&T, we create connections that change the world.