Role: ServiceNow Platform Production Support/Senior Associate Engineer – Tier 1Location: Bengaluru/HyderabadExperience: 6+ YearsRole SummaryThe 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 ResponsibilitiesIncident ManagementMonitor 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 FulfilmentProcess standard service requests such as:User access requestsBasic configuration requestsCatalog request fulfilmentTenant Application Code Deployment RequestsEnsure requests are completed within SLA timelines.Monitoring & AlertsMonitor 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 SupportProvide 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 ManagementFollow standard operating procedures (SOPs) and runbooks.Create and update knowledge articles for recurring issues.Maintain accurate ticket documentation and resolution notes.SLA & ComplianceEnsure adherence to SLAs and operational procedures.Maintain quality and compliance with support standards.Participate in shift handovers and daily operational reviews.Required SkillsTechnical SkillsGood understanding of ServiceNow platformExpertise in modules such as:Incident ManagementService Request ManagementKnowledge ManagementGood understanding of ITIL conceptsGood troubleshooting skills in:User access issuesPortal navigationStandard ServiceNow workflowsIntegration FlowsAuthentications MethodUnderstanding of ticketing tools and support processesSoft SkillsStrong verbal and written communicationGood customer service mindsetAbility to work in rotational shiftsStrong attention to detailAbility to follow documented processesPreferred QualificationsServiceNow Certified System Administrator (CSA) and Certified Implementation Specialists(CIS) in any modulesITIL Foundation Certification – preferredSolid Understanding of:Active DirectoryUser managementEmail and notification troubleshootingUpdate Sets and Deployment methodExposure to ServiceNow support environment is a plusWeekly 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.