Specialist Software Engineering- Service Now Developer

AT&T; Hyderabad; On-site; INR 1,400,000 - 2,400,000; Full time

Job summary

AT&T in India is seeking a ServiceNow Platform Production Support Specialist to provide hands-on Tier 1–2 support for the ServiceNow platform in Bengaluru and Hyderabad. The role requires 5+ years of experience, strong troubleshooting, and proven ability to manage production environments.

Key responsibilities include incident and request management, monitoring alerts, user assistance, documentation, and ensuring SLAs are met.

Qualifications

• Hands-on ServiceNow platform knowledge with strong troubleshooting skills.
• Experience in production support and handling incidents and service requests.
• Familiar with ITIL processes and SLA adherence.
• Ability to work in Bengaluru/Hyderabad and in shifts.

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 standard procedures.
• Resolve common issues within defined SLAs.
• Escalate unresolved incidents to Tier 2 or Tier 3 teams with proper documentation.
• Process standard service requests such as user access and catalog requests.
• Monitor system alerts, logs, dashboards, and integrations.
• Provide first-level support to end users via portal and email.
• Create and update knowledge articles and maintain ticket documentation.

Skills

ServiceNow platform

Incident Management

Service Request Management

Knowledge Management

ITIL concepts

Troubleshooting skills

Portal navigation

Integration Flows

Authentication methods

Education

Bachelor's degree in Computer Science/IT

Tools

Active Directory

ServiceNow Update Sets

Deployment methods

Job description

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

• 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.