PPO ServiceNow Confirmed

Project overview

Hello,

We are looking for an experienced ITSM ServiceNow PPO (3-8 years of experience) for our client based in the Paris region.

Strong project constraint

Mastery of ITSM processes

The deliverables are

User Story

Developments

Test plan

Technical skills

ServiceNow - Confirmed - Mandatory

Developments - Confirmed - Mandatory

ITSM Module - Expert - Mandatory

Virtual Agent / Now Assist - Junior - Desirable

Language skills

Professional English (Secondary)

Detailed description

The ITSM PPO acts as a key interface between IT business teams and the development team. He/She will work in collaboration with the ITSM PO, he/she is responsible for collecting, analyzing, and formalizing functional requirements related to the Replatforming project and evolutions within the ITSM scope, supporting implementation through to deployment and user adoption.

Context

As part of a ServiceNow Replatforming project, the client wishes to evolve and modernize its platform to meet the new challenges of IT and business teams.

The mission focuses on the ITSM scope and covers in particular the Incident, Service Request, Problem, and Knowledge Management processes.

Mission

Main responsibilities

Analysis & functional scoping

Collect and analyze stakeholder needs (IT Support, IT Business, ITSM Process Owner).

Lead functional scoping workshops around the ITSM scope.

Write functional deliverables:

Requirements specification

User stories / backlog

Functional specifications

Acceptance criteria

Support & change management

Participate in defining the user adoption strategy.

Contribute to functional documentation and training materials.

Support support teams in mastering new tools.

Collect user feedback and propose continuous improvements.

Required skills

Functional skills

Proven experience as an IT Business Analyst.

Good knowledge of ITSM processes (ITIL).

Experience with the ServiceNow platform (ITSM mandatory).

Knowledge or experience with:

Service Operation Workspace

Virtual Agent for ITSM

Now Assist for ITSM

Technical skills (appreciated)

Techno-functional profile, ideally with 1-2 years of development experience in a ServiceNow environment.

Ability to communicate with or alongside technical teams (integrators, developers).

Knowledge of Agile / Scrum methodologies.

Profile sought

Soft skills

Excellent analytical and synthesis skills.

Very good interpersonal and communication skills.

Ability to lead workshops and challenge needs.

Autonomy, rigor, and collaborative spirit.

Bac+4/5 degree (engineering school, university, or equivalent).

Minimum 3 to 5 years of experience in IT Business Analysis.

Experience in an international or large group environment is a plus.

Fluent French, professional English required.

Environment

Platform: ServiceNow

Methodology: Agile / Scrum

Domain: ITSM, AI & automation

Profile definition

BUSINESS / FUNCTIONAL ANALYST

FUNCTIONAL ANALYST / BUSINESS ANALYST

He/she helps Business departments define, analyze, and formalize needs, then proposes the most appropriate solutions and specifies their functionalities. He/she is then involved in their implementation, particularly supervising the functional acceptance testing of projects. His/her tasks also include user documentation, change management, training, and user startup support.

Activities and tasks

Start date 01/12/2026

Location La défense

Travel required no

Number of desirable days on site 1 day per week

If you are interested in this position, please send me your CV in Word format indicating your availability and your salary expectations or your daily rate if you are independent?

• Models Business processes (mapping, flowcharts, etc.) and use cases for future applications. Proposes process optimizations.
• Helps Business departments express their needs, collects and analyzes them.
• Proposes the most appropriate application solutions for the identified use cases.
• Analyzes and defines the functional scopes of projects and future applications.
• Writes general and detailed functional specifications.
• Supervises developments (and/or software configurations) on functional aspects and studies change requests made during the project.
• Defines functional acceptance testing strategies (test plan and data) and monitors the progress of these tests.
• Participates in change management and the implementation of new processes.
• Organizes user training and their startup support.

Project details

• Start: ASAP
• Duration: 12 mois renouvelable
• Remote: hybrid
• Location: La Défense, Île-de-France, FR
• Languages: French, English