Business Analyst ServiceNow / ITSM Expert - N4 @ Banque @ Paris - Freelance (M/F)

Daily Rate (TJM): 540 € excl. VAT, slightly negotiable

Location: Paris Start Date: 02/11/2026 Estimated End Date: 31/12/2027 Estimated Workload: 229 days On-site Presence: 2 days per week Travel: None English: Professional - mandatory

CONTEXT & CHALLENGES

As part of a long-term mission, we are looking for a Business Analyst / Business Consultant expert in ServiceNow and ITSM to design, evolve, and optimize IT service management processes hosted on ServiceNow.

The mission takes place in the context of replacing a consultant reaching the end of their assignment, with a handover / knowledge transfer phase to be expected.

The main objective is to maximize the efficiency of IT Service Management (ITSM) processes by leveraging ServiceNow. The consultant will play a central role in the definition, analysis, modeling, and optimization of business processes to improve the quality and performance of IT services.

Beyond classic Business Analysis activities, the role includes a dimension of steering and aligning the information system with strategic directions and business processes.

The consultant will need to propose IS evolution scenarios consistent with the defined objectives and contribute to ensuring the overall dynamic coherence, relevance, and performance of the business IS.

DETAILED MISSIONS

NEEDS ANALYSIS & BUSINESS ANALYSIS

• Collaborate with various stakeholders to identify and understand their IT service management needs.
• Collect, formalize, and prioritize business requirements and use cases.
• Translate business needs into functional and technical requirements actionable by project teams.
• Perform analysis of the existing state.
• Model target business processes.
• Conduct market research and comparative analyses to identify best practices and emerging trends in the field of ITSM.
• Ensure that proposed solutions cover the defined scope and business requirements.

SERVICENOW / ITSM DESIGN & OPTIMIZATION

• Define and document functional and technical specifications based on business needs.
• Design solutions on ServiceNow that meet ITSM process requirements.
• Contribute to the optimization of business processes, data, applications, and associated systems.
• Identify opportunities for IS and process improvement.
• Provide occasional expertise on activities or projects with high technical specificities.
• Provide in-depth knowledge of the technico-functional configuration of ServiceNow.
• Intervene occasionally on specific consulting, audit, or study missions.

STRATEGIC IS STEERING

• Steer the alignment of the business information system with strategic directions and business processes.
• Propose IS evolution scenarios consistent with the defined objectives and processes.
• Guarantee overall and dynamic coherence, as well as the relevance and performance of the business IS.
• Participate in steering IS performance, particularly regarding its economic dimension.
• Promote information system mapping as a decision-making and performance steering tool.
• Anticipate changes and analyze their business impacts on the IS, and vice versa.
• Contribute to the management of the domain's IT budget.

IS ADMINISTRATION & MAPPING

Formalize, consolidate, and evolve the general mapping of the information system, relying notably on:

• business functional models;
• business process architectures;
• repositories of