About the job
Join us in a thrilling and transformative phase of technology as we redefine the data storage landscape. At Pure Storage, innovation is at the core of what we do, and we invite you to be a part of a team that is shaping the future. Here, you will have the opportunity to think creatively, evolve with our company, and collaborate with some of the brightest minds in the industry.
If you are eager to embrace endless possibilities and make a significant impact, we welcome you to apply!
THE ROLE
As a ServiceNow Platform Support Specialist, you will be integral in providing support for the ServiceNow platform. Your main focus will be managing and resolving Level 2 incidents while overseeing the technical development and delivery of run-the-business (RTB) enhancements and keep-the-lights-on (KTLO) initiatives. This role demands a hands-on, customer-centric approach with robust problem-solving skills, enabling you to manage platform support, troubleshoot issues, and perform system administration in a dynamic, team-oriented environment. You will also have the chance to broaden your expertise across various areas within the ServiceNow ecosystem.
WHAT YOU'LL DO
Incident Monitoring & User Support:
Provide second-tier support for ServiceNow. Actively monitor the incident queue and address escalations from the Level 1 team. Troubleshoot and resolve Level 2 issues related to ServiceNow (CMDB, CSM, WSD, ITSM, HRSD, LSD, among others), as well as Level 2 issues regarding integrations (SAP, Workday, NICE InContact, etc.). Escalate complex or unresolved issues to the appropriate Level 3 teams, ensuring timely follow-up and resolution where possible. Maintain clear communication with users, offering guidance and updates on issue resolution or feature requests. Participate in an on-call rotation for Level 2 support to manage critical incidents outside of regular hours.
Run the Business & Keep the Lights On:
Configure and manage the ServiceNow platform to ensure seamless daily operations, supporting existing processes as well as new initiatives. Develop and implement enhancements for run-the-business activities. Perform tasks to enhance platform health and security. Assist in release management and troubleshoot release issues, escalating and resolving them as necessary.
Collaboration & Process Improvement:
Work collaboratively with other technical ServiceNow resources to facilitate knowledge transfer as initiatives transition from Change-the-Business to RTB. Support change management through organizational processes.

