Business Analyst ServiceNow FSM

Project overview

As part of the implementation and optimization of its ServiceNow platform, our client is looking for a Business Analyst specialized in the FSM module.

ServiceNow Field Service Management allows for the coordination of field interventions: work order management, scheduling, technician assignment based on skills and availability, intervention tracking, and use of mobile tools.

The Business Analyst ensures the interface between business teams and delivery teams. They analyze needs, formalize target processes, and support the implementation of a solution adapted to operations, prioritizing standard ServiceNow functionalities.

Missions and Responsibilities

Needs Analysis and Functional Scoping

Functional Design and Backlog Management

FSM Process Support

The functional scope may cover, depending on the deployed functionalities:

The role may also cover mobile usage for technicians: task consultation, status updates, time tracking, equipment management, and offline work, depending on the chosen configuration.

Testing, Acceptance, and Quality

Change Management and Continuous Improvement

The deliverables proposed for this position are:

• Lead workshops with operational managers, planners, technicians, and other stakeholders.
• Gather, analyze, and formalize business needs.
• Map existing processes and define target processes.
• Perform gap analyses between needs and standard ServiceNow FSM functionalities.
• Identify functional and organizational impacts of proposed changes.
• Present solution options and contribute to decision-making with the Product Owner and technical teams.
• Write functional specifications, business rules, and user stories.
• Define clear, verifiable acceptance criteria shared with business units.
• Structure and refine the backlog with the Product Owner.
• Contribute to prioritizing changes based on business value, dependencies, and feasibility.
• Clarify requirements for architects, developers, and integrators.
• Verify consistency between expressed needs and the proposed solution.
• Creation, qualification, and tracking of work orders and their tasks.
• Scheduling of interventions and assignment of technicians.
• Consideration of skills, availability, territories, and teams.
• Appointment management and tracking of intervention progress.
• Coordination with external service providers and interveners.
• Availability of equipment and parts needed for interventions.
• Prepare functional test scenarios and data sets.
• Organize and support user acceptance testing (UAT).
• Verify coverage of requirements and acceptance criteria.
• Qualify anomalies and track their correction with delivery teams.
• Participate in regression testing.
• Contribute to the functional validation of deliveries before production deployment.
• Produce and maintain functional documentation.
• Prepare user materials and contribute to training sessions.
• Support the adoption of new processes by operational teams.
• Gather user feedback and propose improvements.
• Contribute to monitoring performance and service quality indicators.
• Expected Deliverables
• Workshop minutes and needs statements.
• Maps of existing and target processes.
• Gap analysis with ServiceNow FSM standard.
• Functional specifications and business rules.
• User stories and acceptance criteria.
• Documented functional backlog.
• Test plans, acceptance scenarios, and validation reports.
• Anomaly register and correction tracking.
• User guides and training materials.
• Progress summaries, points of attention, and improvement proposals.

Project details

• Start: flexible
• Remote: onsite
• Location: Paris, France, FR
• Rate: 69-75 EUR/h
• Languages: French