Digital Application & ITSM Engineer

Position Overview

We are looking for a Digital Application & ITSM Engineer to support both ServiceNow/ITSM operations and digital application initiatives. This role combines hands-on application support, IT service management, and collaboration with regional and global teams to drive digital transformation.

You will work closely with business users, IT teams, and global solution owners to ensure efficient service delivery, system optimization, and successful deployment of digital solutions across the organization.

Key Responsibilities

ServiceNow & ITSM (50%)

• Administer and support ServiceNow platform in line with global standards
• Configure ITSM components (forms, workflows, catalogs, reports, dashboards)
• Provide L2/L3 (N2/N3) support for incidents and service requests
• Investigate issues, coordinate resolutions, and document findings
• Support testing, UAT, upgrades, and release activities
• Promote best practices and minimize unnecessary customization

ITIL & Service Quality

• Support and improve ITIL processes (Incident, Problem, Change, Request, Knowledge)
• Analyze ticket trends, recurring issues, and service performance
• Assist in root cause analysis and continuous improvement initiatives
• Develop process documentation, reports, and service metrics

Digital Applications

• Provide support and maintenance for business applications
• Translate user needs into functional requirements
• Perform configuration, automation, or light development
• Coordinate with internal and external technical teams
• Maintain technical and user documentation

Solution Deployment & Adoption

• Support rollout of global digital solutions (from planning to go-live)
• Conduct testing, training, and user onboarding
• Collaborate with stakeholders across HR, Finance, and Operations
• Track project progress, risks, and deliverables

Qualifications & Experience

• Bachelor’s degree in Information Systems, Computer Science, Software Engineering, or related field

• 4–5 years experience in:

  • Application support or SaaS implementation
  • ITSM / ServiceNow environments
  • Digital solution deployment

• Hands-on experience with ServiceNow ITSM modules (Incident, Request, Change, Problem, Knowledge, etc.)

• Knowledge of ITIL principles (ITIL certification is an advantage)

• Experience in incident analysis, troubleshooting, and resolution coordination

• Exposure to configuration, low-code development, or automation is a plus

• Strong English communication skills for global collaboration

Technical Skills

• ServiceNow administration and ITSM processes
• ITIL service management practices
• Application delivery (requirements, testing, deployment)
• Tools: Microsoft Power Platform, APIs, .NET (advantage)
• Data analysis and reporting (dashboards, trend analysis)
• Documentation and knowledge management

Key Competencies

• Service-oriented and customer-focused
• Strong analytical and problem-solving skills
• Organized and detail-oriented
• Proactive and collaborative
• Ability to work independently in a structured environment
• Effective communication across technical and non-technical stakeholders

Why Join Artelia?

• Exposure to regional and global IT projects
• Opportunity to grow in ServiceNow, ITSM, and digital solutions
• Hybrid role with diverse technical and functional experience
• Work in a multinational and collaborative environment