ServiceNow User Request Management Analyst

Project overview

A major audiovisual group is looking for an experienced profile to manage user IT request processes, upstream of the Digital Workplace support teams managed by an outsourcing provider.

Your role

Profile sought

Required skills

Appreciated skills

Work environment

• Analyze, prioritize, and arbitrate IT service requests according to defined rules, and propose
• alternative solutions to optimize service delivery
• Prepare summaries of complex cases for management
• Audit the handling of cases by the hotline and local support, and write audit reports
• Write procedures, instructions, operating procedures, needs specifications, and user communications
• Produce activity and inventory reports, maintain data repositories
• Evolve the configuration of the ITSM tool (needs, acceptance testing, transfer instructions to support)
• Evolve processes to gain efficiency and improve the user journey
• 4 years of significant experience in support, request management, or ITSM
• Mastery of request and incident management tools, particularly ServiceNow
• Understanding of user and workstation support outsourcing operations (hotline, local support, administration)
• Knowledge of Windows 10 and Windows 11 workstations
• Knowledge of Microsoft 365 tools
• Very good writing skills (operating procedures, procedures, instructions, user communications)
• Analytical and synthesis skills, sense of priorities, autonomy, ability to escalate difficulties
• Effective communication and service orientation
• Configuration and acceptance testing of ITSM tool evolutions
• Audit or management of an IT outsourcing provider from the client side
• Qualification and arbitration of service requests, service catalog
• Continuous process improvement (ITIL approach)
• Activity reports, inventory reports, and management summaries
• Updating data repositories (CMDB, catalog, equipment inventory)
• ITIL v3 or v4 certification
• Experience in media or with a large, multi-site company

Project details

Paris, on-site at least 65% of the time

Start date: December 1, 2026

• Start: ASAP
• Duration: 1 an renouvelable
• Remote: hybrid
• Location: Île-de-France, France, FR
• Languages: French