Senior ServiceNow Business Analyst

About Us

Join us at Orange Business!

We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.

Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About The Role

Key Tasks and Responsibilities

The ServiceNow Business Analyst will be the interface between the business teams from one side and the development team on the other side. He/ She will be working closely with the product owner, technical lead, the SCRUM master managing the project and architect in addition to the product IT delivery manager.

In an Agile context, the service now BA is required to undertake the following responsibility:

• Transforming business needs into functional / IT expressions.
• Studying the impact of any projects on the solution being built and proposing solutions in-line with the project needs and objectives.
• Working with business teams to define the following:
• KPIs definitions
• SLA calculations
• Acceptance testing.
• Defining the interface contract with other back-office definition
• Tracking the user experience, collecting, analyzing and prioritizing the feedbacks in collaboration with our business owners.
• Release deployment support as well as supporting the users during the early support life-cycle phase.
• Fully understand the ServiceNow ecosystem
• Learning service now technology as needed.
• Build complex solutions using service now.
  

To achieve all the above the business analyst will interlock and collectively work closely with the following stakeholders:

• Business teams
• Project managers
• Delivery teams
• Production teams
• Application managers
  
  

Business Analysis Skills (10+ years)

• Requirements Gathering & Documentation
• Skilled at conducting stakeholder interviews, workshops, and use case analysis.
• Proficiency in writing Business Requirement Documents (BRDs), Functional Specifications (FSDs), and User Stories with acceptance criteria.
• Experience using Agile or Waterfall delivery frameworks.
• Process Design & Re-engineering
• Ability to assess current business processes and identify opportunities for automation and improvement.
• Creation of process flow diagrams, RACI charts, and service maps.
• Stakeholder Management
• Excellent communication with technical teams, business owners, and executive stakeholders.
• Skilled at translating technical jargon into business-friendly language.
• Change & Release Management
• Understanding of how to manage change requests, backlog grooming, UAT, and go-live support.
• Coordination with developers, testers, and project managers.
  
  

Core Technical Skills

• ServiceNow Platform Expertise
• Strong understanding of ServiceNow modules such as ITSM, ITOM, HRSD, CSM, CMDB, Discovery, and Asset Management. Or equivalent service management or ERP systems
• Familiarity with Service Catalog, Workflow, Flow Designer, UI Policies, and Business Rules.
• Understanding of integration methods (REST/SOAP APIs, MID Server, etc.).
• Experience with ServiceNow reporting, Performance Analytics, and dashboards.
• Configuration & Customization Knowledge
• Ability to translate requirements into ServiceNow configurations (without always relying on developers).
• Understanding of scripted solutions (e.g., client/server scripts, UI actions) and low-code development tools.
• Data & Process Knowledge
• Strong grasp of ITIL/ITSM processes — especially Incident, Problem, Change, Request, and CMDB.
• Experience with data modeling, process mapping, and workflow optimization.
• Understanding of governance and compliance within ServiceNow implementations.
  
  

Languages

About you

Fluency (C1/C2) of both English & French

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

What We Offer

• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.
  
  

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.