ITSM Tooling specialist

Who we are

By joining our project, you will be working on an initiative of the European Commission focused on creating a more efficient, modern and secure customs environment within the European Union. Being part of this initiative set on a 5 years’ timeline, you will have the opportunity to work on topics such as digitalization of customs processes, streamlining customs procedures to facilitate trade and reduce costs, harmonization of customs rules across all EU member states and combating fraud.

This purposeful project will not only give you the opportunity to have an impact on one of the key topics within the European Union, it will also offer you various professional opportunities, let you experience a collaborative environment, using cutting-edge technologies and experiencing diversity in your everyday professional life.

What you’ll be doing

• Configuring, implementing, and maintaining the ServiceNow platform to support ITIL processes such as Incident, Change, Problem, and Request Management.
• Collaborating with IT teams and business stakeholders to gather requirements and tailor ServiceNow solutions.
• Designing and developing custom workflows, service catalogs, dashboards, and reports.
• Administering and troubleshooting the platform, ensuring performance optimization and system enhancements.
• Providing user support, troubleshooting issues, and developing solutions within ServiceNow.
• Performing regular system health checks, maintenance, and ensuring security compliance.
• Managing integrations between ServiceNow and other IT systems.
• Training end-users and stakeholders to maximize platform efficiency.
• Staying updated on new ServiceNow features and applying best practices.
• Maintaining documentation for configurations, customizations, and integrations.
• Assisting with upgrades and patch deployments while minimizing operational disruptions.

What You’ll Bring Along

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree or MBA is preferred
• Minimum of 10 years of experience in a similar role
• Proven experience in ServiceNow administration, configuration, and implementation.
• Solid understanding of ITIL processes within ITSM frameworks.
• Expertise in customizing ServiceNow modules like Incident, Change, Problem, and Service Request Management.
• Proficiency in ServiceNow scripting languages (JavaScript, Glide scripting) and APIs.
• Knowledge of ServiceNow ITOM, ITBM, or related modules (preferred).
• Experience with ServiceNow performance tuning, troubleshooting, and upgrades.
• Familiarity with integration protocols such as SOAP, REST, and MID Server.
• Strong analytical and problem-solving skills with efficient solution delivery.
• Excellent communication and collaboration abilities to engage technical teams and business users.
• ServiceNow Certified System Administrator (CSA) or other relevant certifications wpuld be nice to have.
• Experience with other Service Management Tools (SMT) beyond ServiceNow.
• Exposure to automation tools and workflows within ServiceNow.
• Knowledge of cloud environments (AWS, Azure) and their ITSM integrations would be a plus.
• Ability to operate in Agile and DevOps environments.
• IT Infrastructure knowledge is a plus.
• Excellent command of both spoken and written English.