ServiceNow Platform Support Specialist

Pure Storage • Santa Clara, CA

239d • $99,000 - $150,000

About The Position

As a ServiceNow Platform Support Specialist, you will play a critical role in supporting the ServiceNow platform. Your primary responsibility will be managing and resolving L2 incidents and the technical development and delivery of run-the-business (RTB) enhancements and keep-the-lights-on (KTLO) items. This role requires a hands-on, customer-focused individual with strong problem-solving skills who can manage platform support, troubleshooting, and system administration in a fast-paced, collaborative environment. You will also have opportunities to expand your skillset in many different directions within the ServiceNow ecosystem.

Requirements

• 1-2+ years of experience with ServiceNow administration (CSA Certification required), including security administration, creating reports & dashboards, data configuration.
• Proven ability to troubleshoot and resolve technical issues in a timely manner, with strong communication skills to clearly guide users through problem resolution.
• Experience monitoring and resolving incidents and providing real-time user support in a fast-paced environment.
• Ability to analyze data, identify trends, and recommend improvements to workflows, platforms, and processes.
• A collaborative mindset, comfortable working across teams and departments to support business goals.
• Highly organized, with the ability to juggle multiple tasks and priorities while maintaining high-quality service.
• Basic ability to read JavaScript required.

Nice To Haves

• Additional ServiceNow certifications beyond a CSA are a plus, especially in modules such as CMDB, CSM, HRSD, WSD, LSD.
• Experience with ServiceNow integrations such as SAP, Workday, NICE InContact, etc. is a plus.
• Experience with testing integrations with tools like Postman is a plus.
• Familiarity with Scrum Agile and Program Increment (PI) planning frameworks are a plus.
• Experience with how to write Root Cause Analysis (5 Why's) is a plus.

Responsibilities

• Provide second tier support for ServiceNow.
• Actively monitor incident queue for escalations from the L1 team.
• Troubleshoot and resolve L2 issues related to ServiceNow (CMDB, CSM, WSD, ITSM, HRSD, LSD, among others) and L2 issues regarding ServiceNow integrations (SAP, Workday, NICE InContact, among others).
• Escalate complex or unresolved issues and requests for enhancement to the appropriate L3 teams, ensuring prompt follow-up and, when possible, a resolution.
• Maintain strong communication with users, providing clear guidance, solutions, and updates on issue resolution or feature requests.
• Participate in L2 on-call rotation to respond to critical incidents raised from the primary L1 on-call team in off-hours.
• Configure and administer the ServiceNow platform, to ensure smooth day-to-day operations, supporting both ongoing processes and new initiatives.
• Develop and deliver run the business enhancements.
• Perform activities to improve platform health and security.
• Assist in release management.
• Troubleshoot release issues and escalate/resolve as needed.
• Collaborate with other technical ServiceNow resources in the transfer of knowledge as initiatives move from Change-the-Business to RTB.
• Support change management through organizational change management communications and hypercare.
• Identify trends and common issues within ServiceNow and propose improvements to platform configurations, workflows, and user training to reduce future incidents.
• Participate in our scrum agile development cycle.
• Create and maintain platform knowledge articles relating to troubleshooting, user guidance, and technical solutions for both the platform support team and the L1 support team, to improve user experience.

Benefits

• Flexible time off
• Wellness resources
• Company-sponsored team events

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree