🚀 Project Manager ServiceNow Freelance – Support & Process Optimization
5 days ago
Issy-les-Moulineaux
🚀 Freelance Project Manager ServiceNow – Support & Process Optimization 📍 Paris (Accor) | Owners Platform Team 🕒 Freelance – Start January/February 2026 ⏳ Long-term mission: 2–3 years visibility 🏠 Hybrid: 3 days remote / 2 days onsite (Paris) Accor is looking for a Freelance Project Manager – Support Process to optimize support operations, streamline processes, and significantly reduce time spent on site administration (currently ~30% of the team’s workload). You will join the Owners Platform Team, a core ecosystem supporting the full hotel lifecycle across all regions and brands, built around key tools: • WeMax – CRM for partners, relationship management & performance, • Max for Partners – Portal for owners & hotel management, • Taskworld – Project management tool for pre-opening & deployments, • Tableau Software – Reporting & performance dashboards 🎯 Your Responsibilities 🔧 Support & Process Management • Lead support and process optimization across Owners Platforms, • Improve workflows with a strong focus on ServiceNow, • Identify pain points, recommend improvements, and implement action plans, • Act as main entry point for cases and incidents (L1 support), • Support and enable platform Admins & Champions 📘 Documentation & Training • Create and update documentation: Confluence pages, Admin Guides, Troubleshooting guides, ServiceNow KB articles, In-product FAQs, SharePoint resources, • Design and deliver training sessions for global and regional users 📊 Monitoring & Reporting • Build dashboards to monitor KPIs: volume by team, issue type, time to resolution, SLA adherence, • Provide insights and follow-up on support performance 📝 Request Forms & Workflow Structuring • Define requirements for Owners Platform support forms, • Work with the ServiceNow team to improve form structure and reduce email-based requests ⭐ Your Profile • Experienced freelance project manager, results-oriented and proactive, • 🎓 Bachelor’s degree, • 🌍 Fluent in English & French, • 🧠 5+ years in support, process optimization, or project management roles, • Strong understanding of SaaS environments & technical concepts, • Skilled in Confluence, Jira, ServiceNow, Tableau, Microsoft Suite, • Excellent communicator, organized, fast learner, and comfortable with cross-functional stakeholders 💡 Why this mission? • Join a strategic global program at Accor, • International environment with strong visibility, • Direct impact on operational efficiency for global teams, • Long-term, stable freelance engagement (2–3 years)
