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Hiring companyAT&T
Active listing
Analyst App/Prod Support, ServiceNow Platform Production Support Tier 1
Hyderabad,India Full-time On-site
About the role
ServiceNow Platform Production Support team at AT&T provides first‑level technical assistance for the ServiceNow environment, ensuring incidents are logged, triaged, and resolved within SLA. The Analyst monitors queues, fulfills standard service requests, and creates knowledge articles while supporting users via portal and email. Bengaluru and Hyderabad, India, on‑site work model with rotational shifts.
What you’ll do
- Monitor ServiceNow queues and handle incoming incidents
- Log, categorize, and prioritize tickets per impact
- Perform initial troubleshooting using knowledge articles
- Escalate unresolved issues to Tier 2/3 with documentation
- Process standard service requests such as access and catalog items
- Create and update knowledge articles for recurring issues
- Maintain clear communication with end users on ticket status
- Participate in shift handovers and daily operational reviews
What you’ll bring
- ServiceNow platform expertise
- Incident Management module
- Service Request Management module
- Knowledge Management module
- ITIL concepts
- Troubleshooting ServiceNow workflows
- Active Directory basics
- Strong verbal and written communication
Nice to have
- ServiceNow Certified System Administrator (CSA)
- ITIL Foundation certification (preferred)
Skills
ServiceNowIncident ManagementService Request ManagementKnowledge ManagementITILTroubleshootingActive DirectoryCommunication