Information Technology Service Management Analyst

Role :

Mandatory skills :

Experience :

Location :

Role Description:

We are seeking a motivated Lead Functional Analyst to join our dynamic DIOE - ESM

Applications & Processes team. This is an exciting opportunity to drive continuous

improvement within our framework, significantly impacting our operational efficiency

and user satisfaction.

About the Role

As the Lead Functional Analyst, you will be a key player in defining, maintaining, and

enhancing our processes. You will collaborate extensively with several stakeholders and

various divisions, ensuring process harmonization and alignment across the enterprise.

A significant focus of this role is to prepare for the future by exploring and implementing

cutting-edge solutions, particularly around Generative AI, within our ServiceNow

environment to further optimize our process.

Key Responsibilities

Process Ownership & Optimization

● Define the vision, strategy, and roadmap for the ITSM process in line with

PSL/Product priorities. Request management will be a primary focus process to

start with.

● Enforce policies, procedures, and standards to ensure consistent execution.

● Act as the primary point of contact and ultimate authority for all aspects of the

request management process.

● Drive process governance at Airbus Group level and worldwide (including

alignment with AH, ADS and roofs)

● Serve as the primary owner and subject matter expert for the end-to-end Request

Management process, ensuring its alignment with business objectives and ITIL

best practices.

● Continuously analyze, evaluate, and identify opportunities for improvement within

the E2E process lifecycle, focusing on efficiency, effectiveness, and user

experience.

● Design, develop, and implement process enhancements and new workflows,

ensuring seamless integration with existing IT service management processes.

● Drive efforts to reduce the overall fulfillment time and ensure requests created

are fulfilled through automated or self-service which helps in achieving proactive

process optimization.

● Ensure process documentation (e.g., policies, procedures, manuals) is current,

accurate, and readily accessible.

● Maintain the end-to-end workflow, from submission to fulfillment.

● Continuously review the process for inefficiencies, bottlenecks, and areas for

improvement, implementing changes to enhance user experience and

operational efficiency.

● Oversee the development, management, and maintenance of the Service Catalog,

ensuring it is user-friendly, accurate, and comprehensive.

● Collaborate with service owners and PSLs/domains to define and onboard new

request able services into the catalog.

Cross-Functional Collaboration & Harmonization

● Act as a central point of contact for Request management process queries and

escalations across the organization.

● Champion process harmonization initiatives, ensuring consistent application of

request management principles and practices across different organizational

silos.

● Build strong, collaborative relationships with cross-functional teams to ensure

effective communication and mutual understanding regarding request

processes.

Feature Implementation & Enhancement

● Lead the entire lifecycle of new feature implementation within the request

process, from requirements gathering and design to testing, deployment, and

post-implementation review.

● Work closely with ServiceNow administrators and developers to translate

process requirements into technical solutions within the platform.

Transversal Topics : Generative AI (GenAI) Integration & Innovation

● Research emerging GenAI capabilities and trends, specifically focusing on their

applicability within the enterprise ITSM tool (ServiceNow).

● Propose and champion innovative GenAI-driven solutions to enhance the

Request management process.

● Collaborate with innovation and development teams to prototype, test, and

implement GenAI solutions so as to enhance process efficiency.

Tool Expertise

● Possess a general functional understanding of ServiceNow's Request

Management module and related ITSM,ITAM applications.

● Work directly within ServiceNow to configure workflows, rules, and forms to

support process requirements.

● Stay current with new ServiceNow features and releases, assessing their

potential impact and benefits for request management.

We are looking for candidates with the following skills and experience:

● Educated 4-year degree level (or equivalent) in Information Technology

● > 5+ years’ experience in this role or equivalent

● Scrum / Safe methodology

● Strong work ethic, initiative, and attention to detail

● Is able to make his ideas heard. Take risks based decisions.

● Is able to Influence and impact - ability to identify key stakeholders to engage,

challenge them and get their buy in.

● Is keen to be developed and develop others.

● Embrace diversity and background of thought, and use the collective intelligence

● General knowledge of ServiceNow and its foundations

● Manage IT/Business Change & Customers Expectations & Needs

● Ability to work and communicate in a multicultural environment, spanning across

different cultures.

● Risk based approach, creative and Innovative thinking

● Strong & Excellent communication skills with the ability to synthesize complex

information and present them to different stakeholders.

● Leadership, Team Player and collaborative mind-set

● Ability to get involved in various initiatives related to processes and willing to

support organizational needs that span beyond the day-to-day activities.

● Good knowledge and experience on Service Now technology

● Follow Hybrid WoW efficiently

Measures of success and outputs

The role will be measured by the following business measures:

● Analyze and understand business technical & functional requirements

description of matching products and technologies

● Conduct in-depth discovery meetings, targeted at understanding,

capturing and identifying the complex business requirements and

operational objectives of the customer, with our recommendations on

automation/Best practices & best solutions adapted to their needs

● Develop a solid understanding of the customer's existing business and

business processes ideally end-to-end, the key drivers and measures

of success for the

● Identify areas for improvement in business processes providing

possible IT solutions compliant with our global strategy

● Supports the different IT ESM Product Manager in the Product/Service

Planning based on the customer requirements

● Define & develop the required specification documents to be reviewed

with stakeholders and Product team members

● Serve as liaison between Product Management teams and technical

resources during product

● Follow the development and implement to ensure integrity of the

solution delivered with Product’s team support.

● Continuously look for opportunities to increase/optimize efficiency of

operations.