Overview:As aPlatform Support Specialist L2/L3 (IC3), you will play a critical role in supporting the tools and integrations used by theProfessional Services (PS)organization within Pure Storage'sCustomer Experience (CX)division. Your primary responsibility will be monitoring and managing incoming requests from the PS user community, ensuring timely responses and resolutions to inquiries and system-related issues.
This role requires a hands-on, customer-focused individual with strong problem-solving skills who can manage platform support, troubleshooting, and system administration in a fast-paced, collaborative environment. You will also have opportunities to expand your support to other areas within the CX organization, making this an exciting role with growth potential.
Key Responsibilities:
Slack Channel Monitoring & User Support:
Actively monitor the#ask-ps-delivery-opsSlack channel, providingtimely responsesto user questions and requests from the Professional Services community.Troubleshoot and resolve issues related toServiceNow,Salesforce,KeyedIn, and other integrated systems used by the Professional Services team.Escalate complex or unresolved issues to the appropriate technical teams, ensuring prompt follow-up and resolution.Maintain strong communication with users, providing clear guidance, solutions, and updates on issue resolution or feature requests.
System Administration & Platform Support:
Providesecond- and third-tier supportforServiceNow,Salesforce,KeyedIn, and other systems integral to the Professional Services business, ensuring minimal disruption to operations.Collaborate with thePS operationsandfinance teamsto update system data, generate reports, and analyze data for tracking project and financial performance.Configure and administer platforms, particularlyServiceNowandKeyedIn, to ensure smooth day-to-day operations, supporting both ongoing processes and new initiatives.Identify trends and common issues within the PS community and propose improvements to platform configurations, workflows, and user training to reduce future incidents.
Process Improvement & System Enhancements:
Assist with thetransition from KeyedIn to ServiceNow, ensuring a smooth handover of system responsibilities and minimal service disruption.Work with internal teams to prioritize and implement system enhancements, gathering feedback from the PS community to continuously improve system functionality.Manage platform-related requests usingJira,ServiceNow, and other ticketing systems, ensuring all issues are properly documented, tracked, and resolved.
Collaboration & Training:
Collaborate with other system administrators and developers to deliver enhancements, troubleshoot issues, and ensure seamless integration between platforms such asSalesforce,KeyedIn, andServiceNow.Develop and delivertraining materialsanduser guidesto help Professional Services users better understand and utilize platform functionalities.Participate in interactive meetings with business stakeholders to gather system requirements, share progress, and ensure alignment with operational goals.
What You'll Bring to the Table:
3+ yearsof experience insystem administration,platform support, or a related field.Experience withServiceNow administrationandSalesforce, with knowledge of related tools such asAha!,Jira, and integration platforms likeZapier,AWS Lambda,Boomi, orSnaplogic.Proven ability totroubleshoot and resolve technical issuesin a timely manner, with strong communication skills to clearly guide users through problem resolution.Experience monitoring support channels likeSlackand providing real-time user support in a fast-paced environment.Ability toanalyze data, identify trends, and recommend improvements to workflows, platforms, and processes.A collaborative mindset, comfortable working across teams and departments to support business goals.Highly organized, with the ability to juggle multiple tasks and priorities while maintaining high-quality service.
Preferred Qualifications:
Familiarity withProfessional Servicessystems, includingServiceNow,Salesforce, andKeyedIn.Salesforce.com certificationis a plus.Experience supporting acustomer-focused organizationlike Professional Services or Customer Experience.Basic knowledge ofJavaScript,jQuery, orCSSis a plus.