Senior Associate Software Engineer – ServiceNow Production Support, Tier 1
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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Incident Management, Service Request Management, and Knowledge Management within the ServiceNow platform, ensuring adherence to SLAs and operational procedures while providing exceptional first-level support to end users.
Highest-signal resume keywords
ServiceNow Platform ExpertiseIncident ManagementService Request ManagementITIL Foundation CertificationTroubleshooting Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- 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 user access requests, basic configuration requests, catalog request fulfilment, and tenant application code deployment requests
- Complete requests 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 and email
- Assist users with navigation and usage of ServiceNow modules
- Maintain clear communication with users regarding incident status and updates
- Follow standard operating procedures and runbooks
- Create and update knowledge articles for recurring issues
- Maintain accurate ticket documentation and resolution notes
- Ensure adherence to SLAs, operational procedures, and support standards
- Participate in shift handovers and daily operational reviews
Requirements
What you’ll need- 2 to 4 years of experience
- Good understanding of the ServiceNow platform
- Expertise in Incident Management, Service Request Management, and Knowledge Management modules
- Good understanding of ITIL concepts
- Good troubleshooting skills in user access issues, portal navigation, standard ServiceNow workflows, Integration Flows, and Authentication Methods
- 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 preferred
- ITIL Foundation Certification preferred
- Solid understanding of Active Directory, user management, email and notification troubleshooting, Update Sets, and deployment methods
- Exposure to a ServiceNow support environment is a plus
Benefits
Comp & perks- Equal employment opportunity
- Reasonable accommodations for qualified individuals with disabilities
- Fair chance hiring; background check initiated after an offer is made
- 40 weekly hours
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementService Request ManagementKnowledge ManagementTroubleshootingUser Access ManagementIntegration FlowsAuthentication MethodsActive DirectoryUpdate SetsDeployment Methods
Soft Skills
Strong Verbal CommunicationStrong Written CommunicationCustomer Service MindsetAttention to Detail
Tools & Technologies
ServiceNowTicketing Tools
Certifications & Qualifications
ServiceNow Certified System Administrator (CSA)Certified Implementation Specialists (CIS)ITIL Foundation Certification
Industry Keywords
ITIL ConceptsOperational ProceduresSLA ComplianceSupport Standards