ServiceNow Platform Engineer

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.

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

• 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.

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 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 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 quality and compliance with support standards.
• Participate in shift handovers and daily operational reviews.

Required Skills

Technical Skills

• 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

Soft Skills

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

Preferred Qualifications

• 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