Analyst Software Engineering - ServiceNow Platform Production Support-Tier 1

• 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.

• 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.

• 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.

• 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

• Strong verbal and written communication
• Good customer service mindset
• Ability to work in rotational shifts
• Strong attention to detail
• Ability to follow documented processes

• 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

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