ServiceNow Platform Support Specialist

PURE IN PRAGUE

Pure Storage's Research and Development (R&D) Center in Prague has 650 employees focused on cutting-edge innovation. The team plays a vital role in driving solutions for the as-a-service economy, tackling challenges like the surge in unstructured data and growing security threats like ransomware.

SHOULD YOU ACCEPT THIS CHALLENGE...

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.

IN THIS ROLE YOU WILL BE...

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 YOU'LL NEED TO BRING TO THIS ROLE...

• 1-2 years of experience with ServiceNow administration, 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.
• Basic ability to read JavaScript required.
• 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.

Nice to have:

• ServiceNow certifications : CSA Certification or 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 Why's) 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 Prague, Czech Republic office in compliance with Pure's policies, unless you are on PTO, or work travel, or other approved leave.

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