**Company description** Publicis Re:Sources is the backbone of Publicis Groupe, the world’s most valuable agency group. We are the only full-service, end-to-end shared service organization in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients. Publicis Re:Sources provides centralized technology solutions and business services including IT Infrastructure, IT Applications, Marcel, Global Support Office, Financial Operations, Agency Financial Services, Legal, Procurement, Taxation, Real Estate, Global Mobility, Treasury, Office Services, and Risk Management. **Overview** + 5+ years of relevant work experience. + Strategic Mindset – ability to align short-term goals with a long-term vision; willing to think outside the box + Customer focused – must map all processes, initiatives and changes to the ultimate goal of improving the IT customer experience + Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders, customers & IT staff at various levels of leadership, combined with driven and assertive personality. + ServiceNow ITSM advanced knowledge – existing knowledge of ServiceNow ITSM is required. Must also have capacity to quickly fill in any knowledge gaps and learn new features as needed + Familiar with ITSM and ITIL concepts and able to apply them as needed + Process engineering experience – able to identify and develop specific procedures that can be used to improve IT and business processes; experienced with tools such as MS Visio, Excel and PowerPoint + Project management experience – must be able to drive projects using organizational tools to track progress, assign tasks and achieve timelines + Experience in people management, leading and directing multiple team members in a busy task-oriented environment, **Responsibilities** + Customer Experience Management + Drive a customer first approach. + Lead the promotion of IT services to the Groupe. + Collaborate across teams to enhance support quality measurements and related processes and training + Work with management and the team to develop creative ways to measure and improve CX + Develop a Customer Insight Strategy and tailor services where appropriate to improve customer journey. + Knowledge and Process Management + Design and lead the knowledge management program for IT knowledge and customer facing knowledge bases. + Work with management to promote and implement knowledge-centred service concepts that drive speed to resolution of issues and continually improves the user experience by training IT staff and monitoring their usage and contributions to knowledge. + Establish processes, workflows, and success metrics to manage the knowledge life-cycle + Support general process creation and life-cycle management related to IT functional areas, security/compliance, etc. + ServiceNow Liaison/Champion + Lead and/or contribute to the improvement of ServiceNow catalogue items, and request workflows to streamline request fulfilment and improve self-service + Evaluate and approve all changes in ServiceNow and ensure UAT is completed thoroughly to remove risk of impact to IT processes and service + Be an expert on ServiceNow capabilities and work with the SNOW team to implement features that will enhance our services and operational support + Cross-Functional Team Collaboration + Establish and lead a cross-functional team collaboration program to improve knowledge sharing and process enhancement across teams + Regularly review trends, processes, knowledge, and customer feedback with functional teams **Additional information** Only female candidates are preferred