Business Analyst Consultant – ITSM – Level 4

Keoni; Paris; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

Keoni is seeking a Business Analyst specialized in ServiceNow and ITSM to maximize IT service management efficiency within the organization. The role involves defining and optimizing ITSM processes on the ServiceNow platform, collaborating with stakeholders, and leading project efforts to deliver high-quality IT services.

The ideal candidate will have a degree in a related field, strong analytical and communication skills, and proven experience in ServiceNow ITSM.

Qualifications

• Degree in computer science, business administration, or related field.
• Experience as a Business Analyst specializing in ServiceNow and ITSM.
• Strong analytical and communication skills.

Responsibilities

• Needs analysis with stakeholders to identify ITSM requirements.
• Design functional/technical specifications for ServiceNow-based processes.
• Plan and coordinate ITSM implementation projects with resources and timelines.
• Participate in testing to verify solutions meet requirements.
• Deliver training and support to ensure effective adoption of ServiceNow solutions.
• Analyze KPIs and feedback to drive continuous ITSM improvements.

Skills

ServiceNow

ITIL

Business analysis

Project management

Communication

Education

Degree in computer science, business administration, or related field

Job description

Context Overall objective: To design and optimize ITSM processes hosted under ServiceNowMISSIONS: Mission Objective: The Business Analyst specializing in ServiceNow and ITSM will have the primary mission of maximizing the efficiency of IT Service Management processes within the organization, using the ServiceNow platform. They will play a key role in defining, analyzing, and optimizing business processes to improve the quality of IT services.Responsibilities: Needs Analysis: Collaborate with stakeholders to understand their IT service management needs. Conduct market research and benchmarking to identify best practices and emerging trends in the ITSM field.Solution design: Define and document functional and technical specifications based on business needs. Design solutions on the ServiceNow platform to meet ITSM process requirements.Project management: Plan and coordinate ITSM process implementation and transformation projects. Ensure the management of resources, deadlines, and budgets associated with the projects.Testing and validation: Participate in testing phases to ensure that the developed solutions meet specifications and business needs. Facilitate user validation and acceptance.Training and support: Conduct training sessions for users to ensure effective adoption of ServiceNow solutions. Provide ongoing support and resolve issues related to ITSM processes and tools.Continuous improvement: Analyze KPIs and user feedback to identify opportunities for improving ITSM processes. Implement continuous improvement initiatives to optimize the use of ServiceNow.Required skills: Proven expertise in using ServiceNow and managing ITSM processes. Strong analytical skills and the ability to translate business needs into technical solutions. Project management experience, with the ability to manage multiple projects simultaneously. Excellent communication and interpersonal skills.Education and Experience: Degree in computer science, business administration, or a related field. Previous experience as a Business Analyst, specializing in ServiceNow and ITSM.Technical Skills: ServiceNow – Expert – Essential; ITIL – Confirmed – ImportantProfessional English language skills (Important)Application: CV + cover letter + copies of diplomas to be sent to [e-mail]