ServiceNow Support Specialist

About the role

Pritchard Industries is seeking a motivated and detail-oriented ServiceNow Support Specialist to support the implementation, maintenance, and daily operations of our ServiceNow platform.

Responsibilities

• Serve as a primary support resource for the ServiceNow platform and work order ticket system
• Support ServiceNow implementation, rollout, and enhancement initiatives
• Aid in monitoring and managing work order ticket workflows, assignments, and escalations
• Provide first-level support and troubleshooting for ServiceNow users
• Aid with user onboarding and training related to ServiceNow processes and workflows
• Support the creation and maintenance of process documentation, training materials, and user guides
• Maintain strong communication with leadership and end users regarding ticket status and workflow processes
• Partner with Operations and IT teams to support workflow improvements and operational efficiencies
• Aid with dashboard reporting, service metrics, and tracking operational trends
• Escalate technical issues and system concerns to appropriate support teams as needed
• Help support user adoption and change management initiatives during platform enhancements

Qualifications

• ServiceNow Certified System Administrator (CSA) certification preferred or recently obtained
• Bachelor’s degree preferred or equivalent combination of education and experience
• Strong technical aptitude and willingness to learn new systems and processes
• Excellent organizational, communication, and customer service skills
• Strong problem-solving and multitasking abilities
• Experience in administrative support, operations, customer service, or technical support preferred
• Proficiency in Microsoft Office Suite, including Excel and reporting tools
• Ability to work effectively in a fast-paced, team-oriented environment

Preferred Skills

• Familiarity with ticketing systems, workflow platforms, or service management tools
• Experience supporting system implementations or training initiatives preferred
• Strong attention to detail and process improvement mindset
• Ability to communicate effectively with both technical and non-technical users
• Experience in facilities services, janitorial, maintenance, engineering, or service industries is a plus

Core Competencies

• Customer Service Orientation
• Technical Aptitude
• Problem Solving
• Communication & Collaboration
• Organization & Time Management
• Adaptability & Initiative
• Attention to Detail
• Process Improvement

Work Environment

• Primarily office-based in Duluth, GAOccasional travel may be required for training or operational support
• Collaborative environment supporting both field and corporate teams

Benefits

• Full-TimeShift: Monday to Friday
• Salary range: 50,000 - $65,000/year
• Paid holidays and vacation time
• Health Benefits Package
• Ancillary benefits—Life insurance, Long Term Disability, FSA, and Dependent Spending care
• 401K
• Opportunity for growth

Company Information

• Pritchard Industries participates in E-Verify.