Senior Associate – ServiceNow Application Support Administrator
Publicis Groupe · San José
Company descriptionPublicis Re:Sources is the backbone of Publicis Groupe, the world's most valuable agency group. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.
Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55+ countries. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management. Our people are at the center of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day.
We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at Publicis Resources – A Publicis Groupe Company.
Overview
Objective:
We are seeking a ServiceNow Application Support Administrator to join our Global Application Support team based in Costa Rica. This role will be responsible for ensuring the stability, performance, governance, and operational support of the ServiceNow platform while providing secondary support for AI-enabled automation capabilities and Box enterprise content management. The ideal candidate will combine strong ServiceNow administration and support experience with excellent troubleshooting skills, operational discipline, and a passion for automation. The role will work closely with platform owners, development teams, business stakeholders, and infrastructure teams to maintain service excellence and drive continuous improvement initiatives.
Responsibilities
Responsibilities:
ServiceNow Application Support
- Serve as the primary L2/L3 support resource for ServiceNow platform operations.
- Manage incidents, service requests, problem investigations, and platform-related support activities.
- Troubleshoot platform issues, integrations, workflows, catalog items, notifications, and user access concerns.
- Perform user, group, role, and access administration.
- Support Service Catalog, Incident, Request, Change, Knowledge, CMDB, and Asset Management modules.
- Monitor platform health, scheduled jobs, integrations, and system performance.
- Coordinate release deployments, production validations, upgrades, cloning activities, and post-release support.
- Maintain operational documentation, support runbooks, and knowledge articles.
- Participate in on-call and critical incident support rotations.
AI Automation Support
- Provide operational support for AI-powered ServiceNow capabilities.
- Monitor AI-enabled ticket routing, summarization, search, classification, and workflow automation solutions.
- Validate AI outcomes and troubleshoot production issues.
- Coordinate with development teams during AI feature deployments and hypercare periods.
- Support integration monitoring between ServiceNow and AI platforms.
- Track automation performance, adoption, and operational effectiveness.
- Assist in testing and rollout of new AI-driven capabilities.
Box Administration Support
- Administer Box user access, groups, permissions, and collaboration settings.
- Support onboarding and offboarding activities.
- Troubleshoot content access and synchronization issues.
- Maintain governance, retention, and compliance policies.
- Support business users with Box-related requests and operational issues.
Operational Excellence
- Monitor service health and proactively identify risks.
- Drive automation opportunities to improve support efficiency.
- Support SLA, KPI, and operational reporting.
- Participate in root cause analysis and problem management activities.
- Collaborate with cross-functional teams to improve user experience and platform adoption.
Qualifications
Qualifications:
- 7+ years of experience in ServiceNow Administration.
- Bachelor’s degree in computer science, Engineering, or related field.
- Experience supporting global enterprise applications in a 24x7 environment.
- Ability to collaborate effectively with North America-based stakeholders and global support teams.
- Fluent English communication skills required.
- Exposure to ServiceNow AI, Agentic Automation, Generative AI, or Copilot-enabled workflows is highly desirable.
Certifications
Required
- ServiceNow Certified System Administrator (CSA).
Additional information
Technical Skills
- 7 – 9 years of ServiceNow Administration & Application Support experience.
- Strong understanding of:
- ITSM
- Service Catalog
- Knowledge Management
- CMDB
- Asset Management
- Flow Designer
- Integration Hub
- Experience with user administration, roles, ACLs, and security management.
- Knowledge of ServiceNow releases, upgrade processes, and instance management.
- Experience troubleshooting integrations, APIs, and platform issues.
- Working knowledge of:
- REST APIs
- JavaScript
- PowerShell or Python
- Microsoft Azure fundamentals
Responsibilities:
ServiceNow Application Support
- Serve as the primary L2/L3 support resource for ServiceNow platform operations.
- Manage incidents, service requests, problem investigations, and platform-related support activities.
- Troubleshoot platform issues, integrations, workflows, catalog items, notifications, and user access concerns.
- Perform user, group, role, and access administration.
- Support Service Catalog, Incident, Request, Change, Knowledge, CMDB, and Asset Management modules.
- Monitor platform health, scheduled jobs, integrations, and system performance.
- Coordinate release deployments, production validations, upgrades, cloning activities, and post-release support.
- Maintain operational documentation, support runbooks, and knowledge articles.
- Participate in on-call and critical incident support rotations.
AI Automation Support
- Provide operational support for AI-powered ServiceNow capabilities.
- Monitor AI-enabled ticket routing, summarization, search, classification, and workflow automation solutions.
- Validate AI outcomes and troubleshoot production issues.
- Coordinate with development teams during AI feature deployments and hypercare periods.
- Support integration monitoring between ServiceNow and AI platforms.
- Track automation performance, adoption, and operational effectiveness.
- Assist in testing and rollout of new AI-driven capabilities.
Box Administration Support
- Administer Box user access, groups, permissions, and collaboration settings.
- Support onboarding and offboarding activities.
- Troubleshoot content access and synchronization issues.
- Maintain governance, retention, and compliance policies.
- Support business users with Box-related requests and operational issues.
Operational Excellence
- Monitor service health and proactively identify risks.
- Drive automation opportunities to improve support efficiency.
- Support SLA, KPI, and operational reporting.
- Participate in root cause analysis and problem management activities.
- Collaborate with cross-functional teams to improve user experience and platform adoption.
Qualifications:
- 7+ years of experience in ServiceNow Administration.
- Bachelor’s degree in computer science, Engineering, or related field.
- Experience supporting global enterprise applications in a 24x7 environment.
- Ability to collaborate effectively with North America-based stakeholders and global support teams.
- Fluent English communication skills required.
- Exposure to ServiceNow AI, Agentic Automation, Generative AI, or Copilot-enabled workflows is highly desirable.
Certifications
Required
- ServiceNow Certified System Administrator (CSA).