Senior Associate – ServiceNow Application Support Administrator

About the role

Publicis Re:Sources is looking for a ServiceNow Application Support Administrator to join its Global Application Support team in Costa Rica. The role ensures platform stability, performance, and governance while supporting AI‑enabled automation and Box content management.

Key responsibilities

• Provide L2/L3 support for ServiceNow, handling incidents, service requests, problem investigations, and platform‑related activities.
• Administer users, groups, roles, and access; support Service Catalog, Incident, Request, Change, Knowledge, CMDB, and Asset Management modules.
• Monitor platform health, scheduled jobs, integrations, and system performance; coordinate releases, upgrades, and post‑release support.
• Deliver operational support for AI‑powered ServiceNow capabilities, validating outcomes and troubleshooting production issues.
• Administer Box user access, permissions, and collaboration settings; support onboarding/offboarding and resolve content access issues.
• Drive automation opportunities, maintain SLA/KPI reporting, and participate in root‑cause analysis and problem management.

Required profile

• 7+ years of ServiceNow administration experience.
• Bachelor’s degree in Computer Science, Engineering, or related field.
• Experience supporting global enterprise applications in a 24x7 environment.
• Fluent English communication skills and ability to collaborate with North America‑based stakeholders.
• ServiceNow Certified System Administrator (CSA) required.

Required skills

• ServiceNow platform administration
• Box administration
• AI‑enabled ServiceNow automation (monitoring, validation, troubleshooting)
• Incident, problem, change, and knowledge management processes