Contractor job ITSM Business Analyst

Ile-de-France

RED Commerce - The Global SAP Solutions Provider

Business Analyst

CMDB

ITSM

Snow

Job position ITSM Business Analyst

Contractor

As soon as possible

6 months

400-650 €

5 to 10 years experience

Hybrid

Ile-de-France, France

Published on 03/12/2025

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RED recherche un(e) Business Analyst Senior ServiceNow (ITSM/ESM) afin de renforcer les équipes dans le cadre d’un programme stratégique de transformation des processus ITSM/ESM et d’optimisation de la valeur produit ServiceNow, actuellement en phase active de cadrage, conception et construction fonctionnelle.

🔍 Responsabilités principales :

✅ Cadrer et modéliser les besoins métier ITSM/ESM : vision produit, personas, parcours utilisateurs, SIPOC, KPIs de valeur
✅ Participer à la conception et au design fonctionnel ServiceNow sur les périmètres ITSM Core, Catalogue, Knowledge, Workflow/Flow Designer, Playbooks et ATF
✅ Animer les ateliers métiers : recueil du besoin, VOC, analyse des irritants, mapping AS-IS/TO-BE
✅ Définir, structurer et prioriser le backlog (WSJF/MoSCoW), story mapping et gestion de Ready/Done
✅ Contribuer aux décisions fonctionnelles et challenger les propositions techniques pour garantir l’alignement avec les besoins métiers
✅ Apporter une expertise fonctionnelle ServiceNow et accompagner la montée en compétences des équipes clés

Candidate profile

✔️ 7–10+ ans d’expérience en Business Analysis ITSM/ESM, dont minimum 4 ans dédiés à ServiceNow
✔️ Maîtrise confirmée des modules ServiceNow : ITSM Pro, Catalog Builder, Record Producer, Flow Designer, Knowledge, SLAs, Playbooks, ATF
✔️ Excellente connaissance des méthodologies Agile/Scrum, Design Thinking, BDD/Gherkin et Lean IT
✔️ Aisance dans la facilitation d'ateliers, la rédaction précise et l’analyse de la valeur
✔️ Capacité à challenger les solutions et à assurer l’alignement fonctionnel et technique
✔️ Français courant
✔️ Certifications appréciées : ITIL v4, CSA, CIS-ITSM, Micro-Cert Flow Designer, Micro-Cert ATF

Working environment

🏢 Détails de la mission :

📅 Démarrage : ASAP
⏳ Durée : Long terme (renouvelable)
📍 Localisation : Hybride – 3 jours sur site + 2 jours remote (Île-de-France)
🗣 Langues : Français
💼 Disponibilité : Temps plein

Discover RED Commerce - The Global SAP Solutions Provider

Écuvilly, Hauts-de-France

100 - 249 employees

Recruitment agency

Every day we connect SAP consultants, SAP Project Managers, Analysts, and Developers with the best of the best SAP run businesses on the market. If you are looking for a specific SAP module or industry, we can find a SAP job that matches that. Your SAP career is one the most important parts of your life. Making the right decision about your next career move will have a huge impact on you and everything else you do. Be smart about your next move and choose to work with partners who understand you and your SAP career. Making a firm choice about your next assignment in today’s competitive market can be daunting. RED recognizes the importance of getting it right. We strive to understand your SAP technical and functional knowledge, as well as your career goals and preferred working environment. Every bit as much effort is given to understanding the opportunities offered by clients. For the benefit of everyone, consultants and customers are only introduced when there is a strong fit between the two

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ITSM Business Analyst

RED Commerce - The Global SAP Solutions Provider