ServiceNow - Application Support Agent

Introduction / Context:We need to reinforce the team in charge of the Service Management tools based on ServiceNow as a SaaS cloud computing software. It involves setting up systems to define, manage, automate, and structure services for companies. (ServiceNow Platform including ITSM, CSM, SPM, HR, ... applications).The ServiceNow Center of Excellence and Innovation (CoE) main services are:Troubleshooting of the current ServiceNow platform solutions in place (mainly ITSM) for Incident, Service Request, Problem, Change, Service Level, Self-service portal and Knowledge management modules.Configuration, Deployment, Administration, System Supervision and monitoring of the solutions.ServiceNow Software updates & Releases deployment. (change/release management)Continuous improvement. (Monitoring, Release testing and deployment…)The principal function, using his experience on ServiceNow Platform, will be to help and guide the service in the context of support, maintenances or continuous deployment and improvements of the ServiceNow Platform solution inside the European Commission. (Principally on Platform and ITSM scope but also on the different applications like ITAM, ITOM, HR, CSM, SPM, …)Required skills:ITIL foundation certified (and proven experience with ITIL processes)ServiceNow System Administrator Certification. (CSA with min 6 months experience)Experience with ticketing systems (ServiceManager, ServiceNow, etc.)Experience handling the ServiceNow platform activities, and mainly on ITSM and CSM scopeCustomer-oriented profile to focus on support activities for the SN Platform: • Performance Monitoring and Management • Core Integration Updates and Maintena • Migrate Update Sets to UAT and Prod • User/Group Administration • Error Identification and Remediation (overall platform and mainly ITSM & CSM) • Define and maintain operational procedures • ServiceDesk & Level 1 supportRequired languages:The language requirements include oral and written fluency in both EN and FR