ServiceNow Platform Support SpecialistSanta Clara, California

ServiceNow Platform Support Specialist

We're in an exciting area of tech, fundamentally reshaping the data storage industry. You'll lead with innovative thinking, grow along with us, and join the smartest team.

This type of work changes the world. If you're ready to seize endless opportunities and leave your mark, come join us.

Overview: As a ServiceNow Platform Support Specialist, you'll play a critical role in supporting the ServiceNow platform. Your primary responsibility will be managing and resolving L2 incidents and delivering run-the-business (RTB) enhancements and keep-the-lights-on (KTLO) items.

Key Responsibilities:

• Provide second-tier support for ServiceNow.
• Actively monitor incident queues for escalations from the L1 team.
• Troubleshoot and resolve L2 issues related to ServiceNow and its integrations.
• Escalate complex or unresolved issues and requests for enhancement to the appropriate teams.
• Maintain strong communication with users, providing clear guidance and solutions.
• Participate in L2 on-call rotation to respond to critical incidents.

Configure and Administer the ServiceNow Platform:

• Configure and administer the ServiceNow platform to ensure smooth day-to-day operations.
• Develop and deliver RTB enhancements.
• Perform activities to improve platform health and security.

What You'll Need to Bring to This Role:

• 1-2+ years of experience with ServiceNow administration (CSA Certification required).
• Proven ability to troubleshoot and resolve technical issues in a timely manner.
• Experience monitoring and resolving incidents and providing real-time user support.
• Ability to analyze data, identify trends, and recommend improvements.

Preferred Qualifications:

• Additional ServiceNow certifications beyond CSA are a plus.
• Experience with ServiceNow integrations is a plus.
• Familiarity with Scrum Agile and Program Increment planning frameworks is a plus.

Success in This Role:

• Ensure the successful resolution of L2 incidents related to ServiceNow.
• Deliver impactful RTB and KTLO changes.

Work from our Santa Clara office, unless approved otherwise. Salary ranges are determined based on role, level, and location.