Sr Associate Software Engineering- Service Now Production support- Tier 1

Overview

ServiceNow Platform Production Support Senior Associate Engineer – Tier 1 provides first-level technical support for the ServiceNow platform.

What you'll do

• Monitor ServiceNow queues and handle incoming incidents and service requests.
• Log, categorize, and prioritize incidents by impact and urgency.
• Perform initial troubleshooting using knowledge articles and standard procedures.
• Resolve common issues within defined SLAs and escalate unresolved issues to higher tiers.
• Fulfil standard service requests including access, configuration, catalog, and deployment requests.
• Monitor system alerts, logs, dashboards, and integrations and trigger predefined recovery actions.
• Provide first-level user support via portal and email and maintain ticket documentation.

What you'll need

• 6+ years of experience.
• Good understanding of the ServiceNow platform.
• Expertise in incident management and service request management.
• Knowledge management expertise, including creating and updating knowledge articles.
• Good understanding of ITIL concepts.
• Troubleshooting skills for user access issues, portal navigation, standard ServiceNow workflows, integration flows, and authentication.
• Ability to work in rotational shifts and follow documented processes.

Details

• Location: Bangalore, India.