Role: ServiceNow Platform Production Support Specialist
Location: Bengaluru/Hyderabad
Experience: 5 + years to 8yrs
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.
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.
User access requests
Basic configuration requests
Catalog request fulfilment
Tenant Application Code Deployment Requests
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.
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.
Follow standard operating procedures (SOPs) and runbooks.
Create and update knowledge articles for recurring issues.
Maintain accurate ticket documentation and resolution notes.
Ensure adherence to SLAs and operational procedures.
Maintain quality and compliance with support standards.
Participate in shift handovers and daily operational reviews.
Incident Management
Service Request Management
Knowledge Management
User access issues
Portal navigation
Standard ServiceNow workflows
Integration Flows
Authentications Method
Strong verbal and written communication
Good customer service mindset
Ability to work in rotational shifts
Strong attention to detail
Ability to follow documented processes
40
Regular
Bengaluru, India, Hyderabad, India
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