Business Analyst ServiceNow F/H

Responsibilities

• Coordination with the IT métiers of SI-nerGIE and infogérants to analyse and evolve existing processes and align them with ITSM tooling.
• Collaboration with platform managers of Orano and Framatome ITSM tools and with TMA in accordance with established governance.
• Ensuring best practices in IT process management (incidents, changes, requests).
• Leveraging the support team’s expertise in Configuration Management, CAB Management, maintenance contract management, SLA and outsourcing contracts to complete assigned missions.
• Analysis of needs, proposal of solutions, documentation, and monitoring of progress.
• Management of the ITSM activity: request portfolio management, prioritisation, forecasting, and creation, production and communication of operational dashboards.
• Representation of SI-nerGIE in operational governance meetings.
• Financial tracking, KPI analysis, and proposition of optimisations with the governance of improvement plans.
• Pilotage of projects or taskforces when required, including project supervision, reporting, and governance of decision-making instances.
• Support of ServiceNow usage through optimisation of the support (e.g., FAQ) and providing level‑2 and level‑3 support to the Operations Support team.
• Contribution to transversal Operations activities as needed.
• Specific missions including communications, training, and continuous improvement leadership within the scope of the role.
• Tracking of activity and objectives through dashboards and presentation of improvement proposals and action plans that add value to the teams.

Qualifications

• Minimum Bachelor’s degree (bac + 3) with at least five years of significant experience in ITSM ServiceNow.
• Experience and certifications in ITSM ServiceNow.
• Knowledge of ITIL processes.
• Ability to take a step back and analyse.
• Strong relational skills to coordinate and communicate with all teams.
• Rigor, precision, and strong organisational skills.
• Ability to synthesise information and deliver relevant reporting.