Experienced ITSM Consultant – Request, Incident & Digital Workplace Management

Project overview

Mission Context

As part of managing user requests and incidents within their Digital Workplace environment, our client is looking for an experienced ITSM Consultant. The mission aims to optimize the processing of IT service requests, improve ITSM processes, and ensure consistent service quality, in collaboration with support teams and outsourcing partners.

Main Missions

IT Request Management and Piloting

Audit and Continuous Improvement

Documentation and Reporting

ServiceNow Evolution

Transfer and Coordination

Profile Sought

Experience

Technical and Functional Expertise

Soft Skills

Work Environment

Environment

The mission takes place with a client in the B2B services sector, within their Digital Workplace environment. You will interact with user support teams (hotline, proximity support), outsourcing partners, and business stakeholders. The central tool for the mission is ServiceNow, used for request and incident management, in a Windows 10/11 and Microsoft 365 environment.

Modalities

• Analyze, arbitrate, and prioritize IT service requests according to established rules and business needs.
• Propose alternative solutions to improve service quality and user experience.
• Produce analysis summaries and recommendations on complex cases.
• Write specific communications intended for users.
• Audit the processing of requests and incidents by outsourcing, hotline, and proximity support teams.
• Identify areas for improvement and produce audit reports and associated improvement plans.
• Optimize ITSM processes in a continuous improvement approach.
• Write and maintain procedures, instructions, and operating methods.
• Produce activity and inventory reports necessary for service monitoring.
• Ensure the updating of data repositories.
• Contribute to the evolution of ServiceNow configuration for request and incident management.
• Gather and formalize needs, document changes and processes.
• Participate in functional testing and report the results.
• Prepare the transfer of activities to support teams and produce associated materials.
• Ensure coordination with stakeholders and escalate difficulties if necessary.
• Minimum 5 years of experience in IT, ideally in user request and incident management.
• Proven experience in piloting ITSM processes and in a Digital Workplace environment.
• Mastery of ServiceNow for request and incident management.
• Good command of Windows 10, Windows 11, and Microsoft 365.
• Knowledge of how user support outsourcing works.
• Skills in needs analysis, procedure writing, and functional testing.
• Ability to audit support services and identify areas for improvement.
• Excellent analytical, synthesis, and writing skills.
• Autonomy, service orientation, rigor, and good interpersonal skills.
• Ability to manage priorities and escalate difficulties.
• Location: Paris and the Paris region
• Remote work: Negotiable, to be discussed during interviews
• Pace: Full-time (5 days per week)
• Start date: December 1, 2026
• Duration: 6 months

Project details

• Start: 30/11/2026
• Duration: 6 mois renouvelable
• Remote: hybrid
• Location: Paris, France, FR
• Rate: 52-65 EUR/h
• Languages: French