ServiceNow Support Agent

At Axians, we deliver the best combination of technology and services to enable our clients to fulfil the diverse needs of their customers. Axians is the VINCI Energies brand dedicated to ICT and Digital Transformation. We’re present across 38 countries, with more than 16 600 employees and an annual revenue of more than 3.7 billion euros, in 2024. Axians. The best of ICT with a human touch.

Why Join Axians European Institutions' Team?

Multicultural Environment ????: You will work alongside professionals from all over the world, fostering a diverse and enriching workplace. Diverse Projects ????: Engage in impactful projects with cutting-edge technological advancements facilitated by European Institutions. Skill Development ????: Work in a knowledge-driven environment where you'll continually develop both technical and professional skills through exposure to complex projects. Long-term Opportunities ????: Our partnerships with European Institutions offer stable, long-term roles where you can make a real difference on a European scale. Contributing to European Initiatives ????️: Make a meaningful impact on regional and global challenges.

We are seeking a ServiceNow Support Agent to join our team in Brussels.

Introduction/Context: In the context of a project for the European Commission, we need to reinforce the team in charge of the EC 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, …)

Profile: 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 scope
• Customer-oriented profile to focus on support activities for the SN Platform:
• Performance Monitoring and Management
• Core Integration Updates and Maintenance
• 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 support

Required languages:

• The language requirements include oral and written fluency in both EN and FR

Preferred skills:

• Knowledge and certification in ServiceNow products (overall platform and mainly ITSM & CSM)
• Experience with Web services (Xml/Soap/Rest)
• Experience in the context of the IT support at European Commission

Working conditions:

• Work shifts of 8 hours covering the time range between 8am and 6pm from Monday to Friday with some flexibility required when overtime is exceptionally needed.
• Covering of the standby service 6pm > 8am + weekends and public or Commission holidays – min 1 week/month.
• Office located in the center of Brussels. (Possibility of teleworking)

Other requirements:

• EU Citizenship.
• Resident or available to relocate to Belgium.

Ready to embark on an exciting journey with us? Apply now to join a vibrant team contributing to technological advancements in European Institutions. Please send your application to recruitment.axianslux@axians.com with the subject SNOWSA.RM.