ServiceNow Platform Support Specialist

Overview

We’re 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 work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

As a Service Now Platform Support Specialist
, you will play a critical role in supporting the Service Now 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 Service Now ecosystem.

• Provide second tier support for Service Now
• Actively monitor incident queue for escalations from the L1 team
• Troubleshoot and resolve L2 issues related to Service Now (CMDB, CSM, WSD, ITSM, HRSD, LSD, among others) and L2 issues regarding Service Now 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 Service Now 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 Service Now 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 Service Now 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

• 1-2+ years of experience with Service Now 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.

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

#LI-ONSITE

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive…