Specialist Software Engineering- Service Now support role - Tier 1

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.

• 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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