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 se…