About the jobAs a Silva Officer, your main responsibility is toprovide 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 Service Now technology, used by AXA Group companies worldwide for various IT and business processes such as incident management, problem management, change management, and service catalogue management.Your role will involveoverseeing the final resolution of the most impactful and recurring incidents affecting Silva products. This will often involve collaboration with other AXA GO teams to ensure effective and timely resolution of issues.You will need to have adeep understandingof Silva products andService Now technology, as well as strong problem-solving skills and the ability to communicate effectively with users at all levels.Main missionsYour responsibilities include:Troubleshoot and resolve incidents, or elevate as necessary to ensure timely resolutionDesign and develop catalog items while ensuring simplified service requests and improved user experienceDesign and develop reports while ensuring that they do not negatively impact the platform performanceDesign and develop Service Level Agreements (SLAs) while ensuring that they do not negatively impact the platform performance and only apply to relevant ticketsManage and process both standard and non-standard requests, with a particular focus on the Requests For Information (RFIs) to support business needsDeliver on-demand training sessions to Silva key users, fostering knowledge sharing and skill developmentManage and execute projects that involve data modifications, ensuring accuracy and alignment with business requirementsExpected skills & experienceWe are looking for someone with the following experience and skills:Technical skillsProven knowledge inITIL V4 frameworks and best practicesGood knowledge ofService Now products, with a particular focus on the IT Service Management moduleCompletion of Service Now System Administrator trainingDemonstrated proficiency in requirements gathering and analysis, like a business analyst roleProficient in creating compelling and informative presentations using Microsoft Power PointA minimum of 5 years of professional experience in a similar role within the IT service management domainA minimum of 5 years of experience working in an international context, collaborating with diverse teams and users across multiple countriesProven ability to perform effectively in emergency situations and adapt to changing contextsStrong multitasking skills, with the ability to manage and prioritize multiple topics simultaneouslyDemonstrated capability to handle and resolve complex technical issues and projectsSoft skills / transversal skillsEnglish C1Maintain self-control and professionalism in all interactionsDemonstrate proactive initiative and visionary approachExhibit active listening skills to understand and address stakeholder needsPrioritize tasks effectively based on critical business objectivesShowcase a strong aptitude for self-learningTake ownership and make informed decisions aligned with team goals and mandatesCollaborate effectively with team members to enhance collective efficiencyProvide support and assistance to colleagues to foster a positive and productive work environmentWhat we offerWe 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 entityAXA 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 experienceState-of-the-art Procurement & Sourcing to drive efficiency and better manage risksHigh-Performing Global Team for stronger partnerships with AXA entitiesAbout AXAAs 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.