Business Analyst Service Management

Within the Global IS department, we are looking for a ServiceNow Business Analyst & Platform Lead to take ownership of the ServiceNow platform from both a business and technical perspective. This role combines hands-on platform administration with business analysis, governance, and stakeholder management at a global level.

ROLE

You will act as the key reference for ServiceNow, ensuring the platform delivers value, remains aligned with business needs, and evolves in line with best practices and the ServiceNow roadmap.

• Administer, configure, and maintain the ServiceNow platform, including small developments and POCs.
• Gather, analyze, and prioritize business requirements; write user stories and functional/technical specifications.
• Support and coordinate User Acceptance Testing (UAT).
• Define and enforce governance, standards, and best practices across ServiceNow.
• Act as the main point of contact and escalation for internal stakeholders and managers.
• Manage the relationship with the external ServiceNow provider (contracts, SLAs, KPIs, performance).
• Own the change and backlog management process, ensuring timely and high-quality delivery.
• Drive continuous improvement by proactively leveraging new ServiceNow features and capabilities.
• Contribute to strategic discussions with business stakeholders and translate them into a clear platform roadmap.

PROFILE

• Bachelor’s degree in IT or equivalent experience.
• Strong experience with ServiceNow administration and configuration.
• Solid understanding of ITSM processes and related frameworks (ITIL).
• Proven experience in business analysis (requirements, user stories, UAT).
• Experience managing external vendors and SLAs.
• Excellent communication and stakeholder management skills.
• Ability to work autonomously in a global, collaborative environment.
• Fluent in English; French is a plus.

Nice to have:

• ServiceNow and/or ITIL certifications.
• Experience with ServiceNow development (even small enhancements or POCs).
• Strong analytical and problem-solving mindset

JOIN US !

• Join a global leader in trust technologies with a mission that matters.
• Be at the strategic heart of a financially sound and innovation-driven company.
• Collaborate with high-level experts and work on impactful international projects.
• Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged.