ServiceNow / ITSM: User Request Process Management

Project overview

Hello,

We are looking for an ITSM / ServiceNow User Request Process Manager for our major client.

We are primarily considering applications sent to [contact removed] with the following information:

Definition of the need

Management of user request processes, upstream of the Digital Workplace support teams of an outsourcing provider.

Expected services

Expected deliverables

Profile sought

Technical and functional skills

Transverse skills

Work environment

• A written statement specifically addressing the need below
• Updated CV
• Date of next availability
• Daily rate
• Please indicate the reference MDE/ITSM/5601 in the subject line of your message
• Analyze, prioritize, propose solutions, and arbitrate user IT service requests, according to the client's defined rules, before the requests are processed by the Digital Workplace support teams under the outsourcing contract.
• Evolve and optimize processes to improve service efficiency and the user journey.
• Analyze, arbitrate, and prioritize service requests according to rules, context, and business needs, and be proactive in proposing alternative solutions to optimize the service provided.
• Prepare summaries of complex case analyses for client management.
• Write specific communications intended for users.
• Audit the processing of cases by the hotline and proximity support outsourcing teams, and produce audit reports.
• Write documentation (procedures, instructions, operating procedures, needs statements).
• Produce activity and inventory reports.
• Ensure the updating of data repositories for request processing.
• Evolve the configuration of the ITSM tool for managing user requests and incidents (identifying needs, writing needs statements, acceptance testing, writing procedures, writing instructions and operating procedures for transfer to support teams).
• Expected experience: Confirmed, 3 to 5 years of significant experience in the requested expertise.
• Knowledge of the Windows 10 and Windows 11 workstation environment.
• Knowledge of Microsoft 365 tools.
• Mastery of the operation of user and workstation support outsourcing (hotline, proximity support, administration).
• Mastery of the operation of request and incident management tools, particularly ServiceNow.
• Very good writing skills (operating procedures, procedures, instructions, user communications).
• Interpersonal skills, ability to communicate effectively, service-oriented.
• Autonomy and ability to escalate difficulties.
• Ability to identify priorities.
• Analytical and synthesis skills.
• On-site presence required based on service needs, at least 65% of the time.
• Service in conjunction with the support teams (hotline, proximity support, administration) of an outsourcing provider.
• IT equipment provided by the client

Project details

• Start: 30/11/2026
• Duration: 36 mois
• Remote: hybrid
• Location: Paris, Île-de-France, FR
• Rate: 50-63 EUR/h
• Languages: French