Functional Analyst
ServiceNow (Digital Transformation)
We are looking for a ServiceNow Functional Analyst who can deeply understand business needs and translate them into clear, efficient, and user-focused ServiceNow solutions.
Your Role
As a ServiceNow Functional Analyst, you will be responsible for understanding client requirements, defining functional specifications, and ensuring that the delivered solutions fully meet expectations and bring tangible value.
You’ll collaborate closely with business stakeholders and development teams to ensure alignment between business objectives and technical capabilities.
Key Responsabilities
-
-
Requirements Analysis: Conduct interviews and workshops to identify pain points, improvement opportunities, and business requirements.
-
Documentation: Write clear and detailed functional specifications, user stories, acceptance criteria, and process diagrams.
-
Solution Mapping: Align business requirements with out-of-the-box ServiceNow features, identifying any necessary customizations.
-
Validation: Act as a delegated Product Owner, ensuring developments meet defined functional and acceptance criteria.
-
Testing Strategy: Collaborate with QA teams to define and execute UAT scenarios.
-
Training & Support: Prepare end-user documentation and participate in training and post-deployment support.
-
Communication: Bridge communication between business stakeholders and technical teams to ensure mutual understanding and clarity.
-
What you bring
✔ 3+ years of experience as a Business or Functional Analyst, ideally within the ServiceNow ecosystem.
✔ Strong understanding of business process modeling (BPMN or equivalent).
✔ Deep familiarity with ServiceNow modules—ITSM at minimum, others are a strong asset.
✔ Hands-on experience in Agile/Scrum environments, including backlog management and user story writing.
✔ Excellent analytical, communication, and documentation skills.
✔ Bilingualism (French and English) required.
Preferred Certifications
🎓 Preferred: ServiceNow Certified System Administrator (CSA)
🎓 Preferred: Certified Business Analysis Professional (CBAP) or equivalent
Expected Deliverables
- Functional specification documents and user stories
- Process maps and gap analyses
- Test scenarios and acceptance criteria
- End-user training materials and release documentation
- Continuous improvement recommendations based on user feedback
Required Experience
Business or Functional Analysis
(3+ years)
Requirements gathering, documentation, stakeholder management
ServiceNow Platform
(2-4 years)
Strong ITSM expertise, knowledge of other modules a plus.
Process Modeling
(2-3 years)
BPMN or equivalent process mapping tools
Agile/Scrum (2+ years)
Story writing, backlog grooming, sprint planning.
Training & Support (1-2 years)
UAT facilitation, documentation, end-user enablement
Expert
Yes, I Want This Role
Our Values
Humility
We believe the best ideas are born from listening and challenging the status quo. Here, everyone has the right to learn, make mistakes, and—most importantly—grow together.
Empathy
Understanding others is at the heart of what we do. Whether with our clients or colleagues, we put people at the center of every decision.
Commitment
We move forward with rigor and determination. Every engagement is a promise kept, and every action reflects our genuine commitment.
Our Mission
At Pomerol, our mission is clear: to make our clients shine in every IT project.
By combining technological expertise, strategic insight, and a deeply human approach, we guide organizations through their digital transformation with tailored solutions. Through our partnership with ServiceNow and our mastery of IT services, we help companies plan intelligently, implement efficiently, and sustain their initiatives for the long term. For us, every engagement is an opportunity to build trust, optimize operations, and—above all—create real, lasting value.