ServiceNow Itsm Business Analyst (H/F)

October 24, 2026

Senior

Île-de-France, France

Keep in mind

Original vacancy is in French
You will likely need French for the job. The employer can confirm

Also worth knowing

English is required

Description

Consultancy and IT integration company based in Paris looking for a functional business analyst to support one of its large-account clients in evolving its IT services and processes. The work focuses on the ITSM scope of the ServiceNow platform, with CMDB knowledge considered a plus rather than a prerequisite. The analyst acts as the interface between process owners, business teams and technical teams, turning operational needs into functional solutions. The role sits at the crossroads of business and technical challenges within a structured environment.

Gender markers in the title: (H/F)

In accordance with European anti-discrimination legislation, this job is open to all candidates

Hmale

Ffemale

Responsibilities

Gather, analyze and formalize the needs of IT teams and users during workshops
Analyze existing ITSM processes and support their evolution for incidents, changes, problems and requests
Write functional specifications, user stories and acceptance criteria
Act as the interface between process owners, business teams, technical teams and ServiceNow contributors
Contribute to defining business rules, user journeys and workflows
Prepare test scenarios, contribute to functional acceptance testing and follow anomalies until resolution
Support rollouts, document changes and help users adopt them
Contribute to continuous process improvement and to prioritization of change requests
Depending on experience, work on CMDB topics: configuration items, relations and data quality

Requirements

Higher education in computer science, information systems, or equivalent professional experience
Concrete experience in functional analysis or functional consulting on ServiceNow
Good understanding of ITSM processes and service management practices
Hands-on operational practice of the ServiceNow platform in a functional context
Understanding of Incident, Change, Problem and Request Management processes
Facilitating workshops, gathering requirements and writing functional specifications and user stories
Defining test scenarios, executing or coordinating tests and tracking anomalies
Ability to formalize business rules and processing workflows
Knowledge of ITIL best practices and IT service management challenges
Collaborating transversally with development, administration, support teams and process owners
Analytical and synthesis mindset, listening skills, rigor, autonomy and pedagogy
Advanced level of spoken English
Appreciated: understanding of CMDB configuration items, relations and data quality
Appreciated: experience in a banking environment or a large group and participation in ITSM improvement projects

Conditions

Full-time position
Consulting assignments with large-account clients
Work environment described as structured, on concrete IT service improvement topics
Location in Île-de-France, France
Varied projects with large corporate clients
Close individual support throughout the consultant's career path