ServiceNow Support Specialist

Pritchard Industries is seeking a motivated and detail-oriented Service Now Support Specialist to support the implementation, maintenance, and daily operations of our Service Now platform. This role is ideal for an individual who recently obtained their Service Now certification and is looking to grow their career in platform support, operations systems, and technology administration.

The Service Now Support Specialist will assist with work order ticket management, user support, training coordination, reporting, and system maintenance while partnering closely with Operations, IT, and leadership teams during platform rollout and ongoing enhancements.

Essential Duties and Responsibilities

* Serve as a primary support resource for the Service Now platform and work order ticket system

* Support Service Now implementation, rollout, and enhancement initiatives

* Assist with monitoring and managing work order ticket workflows, assignments, and escalations

* Provide first-level support and troubleshooting for Service Now users

* Assist with user onboarding and training related to Service Now processes and workflows

* Support the creation and maintenance of process documentation, training materials, and user guides

* Monitor ticket activity and assist with maintaining data accuracy within the platform

* Partner with Operations and IT teams to support workflow improvements and operational efficiencies

* Assist with dashboard reporting, service metrics, and tracking operational trends

* Escalate technical issues and system concerns to appropriate support teams as needed

* Help support user adoption and change management initiatives during platform enhancements

* Maintain strong communication with leadership and end users regarding ticket status and workflow processes

Qualifications

* Service Now Certified System Administrator (CSA) certification preferred or recently obtained

* Bachelor's degree preferred or equivalent combination of education and experience

* Strong technical aptitude and willingness to learn new systems and processes

* Excellent organizational, communication, and customer service skills

* Strong problem-solving and multitasking abilities

* Experience in administrative support, operations, customer service, or technical support preferred

* Proficiency in Microsoft Office Suite, including Excel and reporting tools

* Ability to work effectively in a fast-paced, team-oriented environment

Preferred Skills

* Familiarity with ticketing systems, workflow platforms, or service management tools

* Experience supporting system implementations or training initiatives preferred

* Strong attention to detail and process improvement mindset

* Ability to communicate effectively with both technical and non-technical users

* Experience in facilities services, janitorial, maintenance, engineering, or service industries is a plus

Core Competencies

* Customer Service Orientation

* Technical Aptitude

* Problem Solving

* Communication & Collaboration

* Organization & Time Management

* Adaptability & Initiative

* Attention to Detail

* Process Improvement

Work Environment

* Primarily office-based in Duluth, GA

* Occasional travel may be required for training or operational support

* Collaborative environment supporting both field and corporate teams

Benefits:

* Full-Time

* Shift: Monday to Friday

* Salary range: 50,000 - $65,000/year

* Paid holidays and vacation time

* Health Benefits Package

* Ancillary benefits-Life insurance, Long Term Disability, FSA, and Dependent Spending care

* 401K

* Opportunity for growth

Pritchard Industries participates in E-Verify.