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 timely resolution.
Design and develop catalog items while ensuring simplified service requests and improved user experience.
Design and develop reports while ensuring that they do not negatively impact the platform performance.
Design and develop Service Level Agreements (SLAs) while ensuring that they do not negatively impact the platform performance and only apply to relevant tickets.
Manage and process both standard and non‑standard requests, with a particular focus on RFIs to support business needs.
Deliver on‑demand training sessions to Silva key users, fostering knowledge sharing and skill development.
Manage and execute projects that involve data modifications, ensuring accuracy and alignment with business requirements.

Expected Skills & Experience

We are looking for someone with the following experience and skills:

Technical Skills

Proven knowledge in ITIL V4 frameworks and best practices.
Good knowledge of ServiceNow products, with a particular focus on the IT Service Management module.
Completion of ServiceNow System Administrator training.
Demonstrated proficiency in requirements gathering and analysis, like a business analyst role.
Proficient in creating compelling and informative presentations using Microsoft PowerPoint.
A minimum of 5 years of professional experience in a similar role within the IT service management domain.
A minimum of 5 years of experience working in an international context, collaborating with diverse teams and users across multiple countries.
Proven ability to perform effectively in emergency situations and adapt to changing contexts.
Strong multitasking skills, with the ability to manage and prioritize multiple topics simultaneously.
Demonstrated capability to handle and resolve complex technical issues and projects.

Soft Skills / Transversal Skills

English C1.
Maintain self‑control and professionalism in all interactions.
Demonstrate proactive initiative and visionary approach.
Exhibit active listening skills to understand and address stakeholder needs.
Prioritize tasks effectively based on critical business objectives.
Showcase a strong aptitude for self‑learning.
Take ownership and make informed decisions aligned with team goals and mandates.
Collaborate effectively with team members to enhance collective efficiency.
Provide support and assistance to colleagues to foster a positive and productive work environment.

What We Offer

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.

About The Entity

AXA is becoming a sustainable tech‑led company and at AXA Group Operations we are one of the major catalysts for this transformation. We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution. We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary. At AXA Group Operations, we want to be recognized in three fields of action:

State‑of‑the‑art Data Technology to drive customer experience.
State‑of‑the‑art Procurement & Sourcing to drive efficiency and better manage risks.
High‑Performing Global Team for stronger partnerships with AXA entities.

About AXA

As a world‑leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.

ESM Officer (ServiceNow)

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