Senior Associate - ServiceNow Application Support Administrator

About the role

Publicis Re:Sources, the shared service arm of Publicis Groupe, is looking for a ServiceNow Application Support Administrator to join its Global Application Support team based in Costa Rica. The role ensures the stability, performance, governance and operational support of the ServiceNow platform, with secondary support for AI-enabled automation and Box enterprise content management. It works closely with platform owners, development teams, business stakeholders and infrastructure teams.

Key responsibilities

• Serve as the primary L2/L3 support resource for ServiceNow platform operations, managing incidents, service requests, problem investigations and support activities.
• Troubleshoot platform issues, integrations, workflows, catalog items, notifications and user access; administer users, groups, roles and access.
• Support the Service Catalog, Incident, Request, Change, Knowledge, CMDB and Asset Management modules, and monitor platform health, scheduled jobs, integrations and performance.
• Coordinate release deployments, production validations, upgrades, cloning and post-release support, and maintain runbooks, documentation and knowledge articles.
• Take part in on-call and critical incident rotations.
• Support AI-powered ServiceNow features such as ticket routing, summarization, search, classification and workflow automation, validate outcomes and coordinate with developers during deployments and hypercare.
• Administer Box user access, groups and permissions, support onboarding and offboarding, and maintain Box governance, retention and compliance policies.
• Monitor service health, drive automation opportunities, support SLA/KPI reporting, and take part in root cause analysis and problem management.

Required profile

• 7+ years of experience in ServiceNow administration.
• Bachelor's degree in computer science, engineering or a related field.
• Experience supporting global enterprise applications in a 24x7 environment.
• Ability to collaborate with North America-based stakeholders and global teams.
• Fluent English.
• Exposure to ServiceNow AI, agentic automation, generative AI or Copilot workflows is highly desirable.

Required skills

• ServiceNow Certified System Administrator (CSA)
• ServiceNow administration and support
• Box administration