ServiceNow Support Specialist

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.

THE ROLE

As a ServiceNow Platform Support Specialist, you will be a key contributor to the operational excellence and continuous optimization of our enterprise ServiceNow environment. This role is highly hands-on and customer-focused, sitting at the intersection of production support and system evolution. You will own the resolution of complex Tier-2 technical incidents and drive the delivery of high-impact run-the-business (RTB) enhancements. Collaborating with cross-functional developers, system architects, and global business units, you will play a vital role in transferring knowledge as systems transition from build to run, while proactively identifying platform trends to scale system performance.

WHAT YOU’LL DO

• Optimize Platform Availability: Monitor and own the Tier-2 application queue, diagnosing and resolving complex technical issues across core ServiceNow workflows including Configuration Management Database (CMDB), Customer Service Management (CSM), IT Service Management (ITSM), and HR Service Delivery (HRSD) and enterprise integrations like SAP and Workday.
• Ship Incremental Enhancements: Develop, configure, and deploy high-priority system administration tasks and keep-the-lights-on (KTLO) enhancements, directly improving everyday user experiences and operational speed.
• Protect System Stability & Health: Partner on global release management cycles, conducting troubleshooting during platform upgrades and participating in a collaborative on-call rotation to safeguard critical business uptime.
• Modernize Knowledge Management: Author and scale highly effective technical knowledge bases and diagnostic playbooks for Tier-1 support teams, minimizing repetitive escalations and driving automated self-service resolutions.
• Drive Continuous Improvement: Actively participate in our agile scrum development lifecycle, leveraging platform data and incident trends to propose foundational workflow and security configuration improvements.

WHAT YOU BRING

• ServiceNow Administration: Certified ServiceNow System Administrator (CSA) with practical expertise configuring platform data, managing security administration, and designing operational reports and visual dashboards.
• Technical Troubleshooting & Problem Solving: Demonstrated capability to diagnose and resolve application issues in a fast-paced environment, utilizing a basic ability to read and interpret JavaScript to support real-time user support.
• Real-time user support experience, monitoring and resolving incidents in a fast-paced environment.
• Data-Driven Process Optimization: Ability to monitor complex incident patterns, analyze platform telemetry, identify systemic trends, and recommend proactive enhancements to workflows and infrastructure processes.
• Cross-Functional Collaboration & Organization: A collaborative, highly organized approach to managing multiple system priorities while partnering seamlessly across global departments to support core business objectives.

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

#LI-ONSITE

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
• Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out purebenefits.com for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

Join us and bring your best.

Bring your bold.

Pure and simple.