ServiceNow Platform Support

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.

THE ROLE

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.

WHAT YOULL DO

Incident Monitoring & User Support:

Provide second tier support for ServiceNowActively monitor incident queue for escalations from the L1 teamTroubleshoot 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 strong communication with users providing clear guidance solutions and updates on issue resolution or feature 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 and deliver run the business enhancementsPerform activities to improve platform health and securityAssist in release managementTroubleshoot 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 RTBSupport change management through organizational change management communications and hypercareIdentify trends and common issues within ServiceNow and propose improvements to platform configurations workflows and user training to reduce future in our scrum agile development cycleCreate 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

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

WHAT YOU BRING

• 2 yearsof experience with ServiceNow administration (CSA Certification required) including security administration creating reports & dashboards data configuration
• Proven ability totroubleshoot 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 toanalyze 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 ability to read JavaScript required.
• 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 RCA (5 Whys) is a plus
  

#LI-ONSITE

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically like a challenge and aspire to be trailblazers.
• 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 Workplaces in Technology Fortunes Best Workplaces in the Bay Area and certified as a Great Place to Work!
• 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.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

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.

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender gender identity gender expression transgender status sexual stereotypes age status as a protected veteran status as an individual with a disability or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

Join us and bring your best.

Bring your bold.

Pure and simple.