ServiceNow Platform Support Specialist

Were in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here you lead with innovative thinking grow along with us and join the smartest team in the industry.

This type of workwork that changes the worldis what the tech industry was founded on. So if youre ready to seize the endless opportunities and leave your mark come join us.

SHOULD YOU ACCEPT THIS CHALLENGE...

Overview: 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.

Key Responsibilities:

Incident Monitoring & User Support:

• 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.

Run the Business & Keep the Lights On:

• 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.

Collaboration & Process Improvement:

• 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.

WHAT YOULL NEED TO BRING TO THIS ROLE...

• 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.

Preferred Qualifications:

• 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 Whys) is a plus.

Success in this Role:

• You will ensure the successful resolution of L2 incidents related to ServiceNow.
• You will deliver impactful RTB and KTLO changes.

We are primarily an in-office environment and therefore you will be expected to work from the Santa Clara CA office in compliance with Pures policies unless you are on PTO or work travel or other approved leave.

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WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortunes Best Large Workplaces in the Bay Area Fortunes Best Workplaces for Millennials and certified as a Great Place to Work!
• Pure Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work we offer a variety of perks to manage a healthy balance including flexible time off wellness resources and company-sponsored team events. Check out for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this contact us at if youre invited to an interview.

WHERE DIFFERENCES FUEL INNOVATION:

Were forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isnt just accepted but embraced. Thats why we are committed to fostering the growth and development of every person cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. At Pure Storage diversity equity inclusion and sustainability are part of our DNA because we believe our people will shape the next chapter of our success story.

Pure Storage is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous Peoples racialized people people with disabilities people from gender and sexually diverse communities and people with intersectional identities. We also encourage you to apply even if you feel you dont match all of the role criteria. If you think you can do the job and feel youre a good match please apply.