ESM Officer (ServiceNow)

About The Job

As a Silva Officer, your main responsibility is to provide global level 2 support to users and key users of one or more Silva products. Silva, developed by AXA GO, is a Service Management tool based on ServiceNow technology, used by AXA Group companies worldwide for IT and business processes such as incident management, problem management, change management, and service catalogue management. Your role will involve overseeing the final resolution of the most impactful and recurring incidents affecting Silva products, often collaborating with other AXA GO teams to ensure effective and timely resolution of issues. You will need to have a deep understanding of Silva products and ServiceNow technology, as well as strong problem‑solving skills and the ability to communicate effectively with users at all levels.

Main Missions

Your Responsibilities Include

• Troubleshoot and resolve incidents, or elevate as necessary to ensure timel...