Sr Associate Software Engineering Service Now Production Support Hyderabad

Role ServiceNow Platform Production Support Senior Associate Engineer Tier 1 Location Bengaluru Hyderabad Experience 2 yrs to 4yrs Role Summary The ServiceNow Platform Production Support Tier 1 Senior Associate Engineer is responsible for providing firstlevel 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 robust communication skills and the ability to work in a quickpaced support environment Key Responsibilities Incident Management 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 Request Fulfilment User access requests Basic configuration requests Catalog request fulfilment Tenant Application Code Deployment Requests Ensure requests are completed within SLA timelines Monitoring Alerts 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 User Support Provide firstlevel support to end users via portal email Assist users with navigation and usage of ServiceNow modules Maintain transparent communication with users regarding incident status and updates Documentation Knowledge Management Follow standard operating procedures SOPs and runbooks Create and update knowledge articles for recurring issues Maintain accurate ticket documentation and resolution notes SLA Compliance Ensure adherence to SLAs and operational procedures Maintain qual