ITSM Analyst - IT Service Management

Do you have experience with the ServiceNow platform and the optimization of IT service management (ITSM) processes? Are you passionate about data analysis, workflow automation, and continuous improvement in complex IT environments? Do you want to evolve within a dynamic and international team? This position is for you!

You will be part of the team responsible for the management, optimization, and development of IT services based on the ServiceNow platform. Your main role will be to design workflows, analyze service performance via advanced dashboards, and drive the continuous improvement of IT processes.

Your challenges:

• Drive the management and continuous optimization of IT services based on the ServiceNow platform (ITSM, ITOM, etc.).
• Design, develop, and maintain advanced dashboards and analytical reports for tracking performance indicators (KPIs and SLAs).
• Model, implement, and update workflows and automated business processes.
• Analyze system data to proactively identify opportunities for improvement, simplification, and automation of business processes.
• Collaborate directly with internal stakeholders and users to gather their needs and adapt ServiceNow solutions to their operations.
• Ensure governance and exhaustive technical documentation of IT service configurations, processes, and architectures.
• Arbitrate and popularize technical choices related to ITSM processes with IT teams and management.

Your profile:

• University degree (or equivalent) in computer science, software engineering, or a related discipline.
• Confirmed practical experience on the ServiceNow platform (ITSM, ITOM, reporting modules, etc.) and in IT service management.
• Solid mastery of data analysis and associated tools (e.g., Google Sheets, ServiceNow dashboards).
• Excellent capacity for technical popularization, sharp analytical mind, and demonstrated autonomy in a complex environment.
• Knowledge of service management reference frameworks (e.g., ITIL) and the aerospace industry (an asset).
• Strong communication and interpersonal skills to interact effectively with transnational teams.
• Mandatory proficiency in English and French (advanced/negotiation level).