Business Analyst ServiceNow ITSM - Freelance (M/F)
Daily Rate (TJM): 530
Mission Objective
Design, optimize, and evolve ITSM processes within ServiceNow to improve the quality and efficiency of IT services.
The mission takes place as part of the replacement of a consultant at the end of their assignment, with a planned handover period.
Main Missions
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Gather, analyze, formalize, and prioritize business needs and functional requirements.
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Analyze existing ITSM processes and define target processes.
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Design and document functional and techno-functional solutions under ServiceNow.
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Support the implementation and evolution of ITSM processes on the platform.
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Ensure the interface between business teams, MOA, and technical teams.
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Define test scenarios, manage MOA acceptance testing, and track anomalies until resolution.
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Participate in project management: planning, coordination of contributors, monitoring of risks and actions.
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Support users in the adoption of solutions: documentation, training, and support.
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Monitor KPIs and identify areas for continuous improvement of processes and ServiceNow usage.
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Contribute to the mapping and consistency of the IS with business processes and target architectures. Key Skills
ServiceNow: Expert - Imperative ITSM: Expert / Confirmed - Imperative ITIL: Confirmed - Important Business Analysis / AMOA: Confirmed Functional Acceptance Testing / MOA: Confirmed Process Modeling: Confirmed Project Management: Confirmed English: Professional - Imperative
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Proven experience as a Business Analyst / Functional Consultant on ServiceNow.
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ServiceNow expertise is imperative, particularly on ITSM processes.
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Good mastery of ITIL practices and processes.
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Experience in business analysis, process modeling, writing specifications, and functional acceptance testing.
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Ability to translate business needs into functional and techno-functional solutions.
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Experience in managing and coordinating IT projects.
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Very good communication and interaction skills with both business and technical stakeholders.
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Professional English is imperative.