THE ROLE

As a ServiceNow Platform Support Specialist, you will ensure the seamless performance, reliability, and continuous improvement of Everpure’s enterprise ServiceNow ecosystem. You will own the technical resolution of complex L2 incidents and deliver essential run-the-business enhancements that keep our global operations moving at speed. Collaborating closely with cross-functional IT groups, business stakeholders, and core engineering squads, this role serves as the critical bridge between frontline support and long-term platform evolution.

WHAT YOU'LL DO

• Deliver End-to-End L2 Resolution: Drive prompt investigation, troubleshooting, and end-to-end resolution of escalated incidents across ServiceNow modules (including ITSM, HRSD, CMDB, and CSM) and critical enterprise integrations (such as Workday and SAP) to maximize platform uptime and user satisfaction.

• Ship Run-the-Business Enhancements: Develop, configure, and release high-impact platform enhancements and keep-the-lights-on updates within our agile scrum framework, aligning continuous delivery to organizational standards.

• Proactive Problem & Trend Analysis: Analyze recurring platform incidents and operational data to pinpoint root causes, partnering with L3 engineering teams to eliminate bottlenecks, strengthen platform health, and drive preventative solutions.

• Knowledge Enablement & Process Optimization: Partner with cross-functional teams during project handoffs to author clear technical guides, knowledge base articles, and operational SOPs that elevate first-contact resolution for tier-one support.

• Operational Readiness & Critical Response: Participate in scheduled on-call rotations to rapidly mitigate critical, business-impacting operational incidents outside standard hours.

WHAT YOU BRING

• ServiceNow Administration & Platform Expertise: Certified System Administrator (CSA) credential with proven proficiency in configuring core ServiceNow workflows, managing platform security, building custom reporting dashboards, and maintaining enterprise system health.

• Technical Diagnostics & Integration Acumen: Strong technical troubleshooting capabilities with the ability to read and analyze JavaScript, evaluate enterprise APIs, and identify issues spanning system integrations and data workflows.

• Collaborative & Structured Problem-Solving: Demonstrated skill in applying structured diagnostic frameworks (such as root-cause analysis) in agile environments, combined with clear, empathetic communication when translating technical solutions to business partners.

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