Posted 10 days ago
Description
For our new starting projects we are looking for Medior (5 years) and Senior (+7 years) ServiceNow Functional Analysts
Man days: Long Term starts with 220 days to 880 days
Location: Brussels + @ client
Remote policy: Hybrid will be discussed during interview
Languages: Dutch and/or French & English
Summary
As a ServiceNow Functional Analyst , you act as the bridge between business/process owners and the ServiceNow technical team . You will gather and clarify requirements, translate business needs into functional specifications, define process improvements, and ensure the ServiceNow platform is configured and adopted in a way that delivers measurable value.
You will work across a broad platform scope including ITSM, ITAM (SAM/HAM), ITOM, CMDB, SecOps, and IRM/GRC , supporting process design, backlog management, testing, reporting, user enablement, and continuous improvement in a hybrid work model.
Key Responsibilities
- A. Requirements & Stakeholder Management Facilitate workshops with stakeholders to capture business requirements , pain points, and desired outcomes.
- Translate requirements into clear functional user stories with acceptance criteria, definitions of done, and business rules.
- Align expectations and manage scope by prioritizing requirements and clarifying trade-offs.
- Act as the key contact for process owners across IT operations, security, and compliance.
Process Analysis & Functional Solution Design Analyze current processes and propose to-be process designs aligned with best practices and organizational constraints.
- Define functional solution approaches (configuration‑first), including:
- SLA definitions, KPI reporting needs
- Ensure designs are consistent across modules and support end‑to‑end workflows.
Backlog Ownership & Agile Delivery Support Maintain and refine the ServiceNow backlog (user stories, enhancements, defects).
- Support product owners in prioritization, release planning, and dependency management.
- Work with the architect/developers to ensure technical feasibility and solution alignment.
ITSM Functional Coverage
- Support functional design and continuous improvement across:Incident Management: categorization, routing, major incident patterns, escalation rules
- Problem Management: root cause tracking, known error database alignment (if used)
- Change Management: change models, approvals, CAB support, risk and impact assessment
- Knowledge Management: article lifecycle, templates, approval flows, taxonomy
- SLAs/OLAs: definitions, measurement rules, breach workflows, reporting requirements
ITAM Functional Coverage (SAM/HAM) Define and document functional requirements for:
- HAM: asset lifecycle, inventory processes, transfer/retirement, contract linkage
- SAM: licensing positions, compliance reporting, entitlement management support
- Coordinate with asset managers/procurement/finance on data requirements and governance.
- Validate process alignment between assets, CMDB, and ITSM workflows (e.g., incidents linked to CIs/assets).
ITOM & Operational Visibility (Functional) Collaborate with operations and monitoring teams to define requirements for:
- Discovery outcomes and reporting needs
- Service mapping coverage, service ownership, and operational impact use cases
- Event management alert workflows, assignment, escalation, and correlation outcomes
- Ensure ITOM outputs support ITSM execution (e.g., auto‑creation of incidents/changes, enriched CI context).
CMDB Functional Governance Support CMDB governance as a functional lead by defining:
- CI ownership model, lifecycle policies, and stewardship responsibilities
- Data quality expectations (completeness/accuracy/timeliness), certification rules
- Relationship requirements to support ITOM/ITSM/ITAM
- Coordinate across teams to ensure CMDB is used consistently (and not bypassed).
SecOps Functional Coverage Gather and document requirements for Security Incident Response and Vulnerability Response workflows:
- Intake, triage, prioritization, assignment, SLAs, remediation steps
- Coordination between SOC/vulnerability teams and IT resolver groups
- Support integration requirements (e.g., scanner feeds, SIEM alerts) from a functional standpoint.
IRM / GRC Functional Coverage Support functional design for IRM capabilities:
- Risk identification/assessment workflows and reporting expectations
- Compliance reporting and KPI dashboards
- Ensure traceability and documentation meet audit/compliance needs.
Testing, Acceptance & Quality Assurance Define and coordinate testing approach:
- Test scenarios, test cases, UAT planning and execution
- Validate acceptance criteria and facilitate sign‑off with business stakeholders
- Ensure functional documentation is updated (process flows, work instructions, release notes).
Reporting, Dashboards & Adoption Define reporting needs, KPIs, and dashboard requirements (operational + management).
- Provide training materials, user guides, and change communication support.
- Collect feedback and drive a continuous improvement cycle post go‑live.
Required Skills & Experience
- Functional & Process Skills Proven experience as a ServiceNow Functional Analyst / Business Analyst / Process Consultant in IT service environments.
- Strong knowledge of IT service processes and translating them into platform requirements.
- Hands‑on experience writing:
- User stories, functional specifications, acceptance criteria
- Process documentation (AS‑IS / TO‑BE), RACI, SOPs
- Strong understanding of governance principles and cross‑team collaboration.
- ServiceNow Platform Knowledge Functional understanding of ServiceNow capabilities and constraints:
- Forms, workflows, service catalog, SLAs, notifications, reporting
- Experience working with technical teams (architects/developers/admins) to validate solution options and ensure feasibility.
- Experience (or strong exposure) across several of:ITSM (core processes & catalog)
- ITAM (SAM/HAM concepts and lifecycle processes)
- ITOM (discovery outputs, event workflows, service mapping outcomes)
- CMDB (governance and data quality expectations)
- SecOps (security incident/vulnerability workflow concepts)
- IRM/GRC (risk/control/audit/compliance processes)
- Soft Skills Strong stakeholder management and facilitation skills (workshops, conflict resolution, consensus building).
- Excellent communication in Dutch & English ; French is a plus.
- Analytical mindset with the ability to balance business value, compliance, and operational constraints.
- Certifications (Preferred / Nice‑to‑Have)ITIL Foundation (preferred)
- ServiceNow fundamentals certifications (nice‑to‑have):
- CSA (beneficial even for functional roles)
- CIS ITAM / ITOM / SecOps / IRM (depending on focus)
- Business analysis certifications (nice‑to‑have): CBAP / CCBA / PMI‑PBA
Deliverables & Success Measures (Examples)
- Typical Deliverables Requirements documentation and functional specifications
- Backlog of user stories with acceptance criteria
- UAT plan, test cases, and sign‑off evidence
- Training and communication materials
- KPI dashboards and reporting definitions
- Success Measures Stakeholder satisfaction and clarity of requirements (reduced rework)
- On‑time delivery of well‑defined user stories and UAT sign‑offs
- Measurable improvements in process efficiency and compliance outcomes
- Increased adoption (catalog usage, correct process adherence)
- Improved data quality and consistent usage of CMDB/ITAM relationships
Stakeholders & Collaboration Model
- You will collaborate with:IT process owners (Incident, Change, Problem, Request, Knowledge, Catalog)
- Asset Management / Procurement / Finance stakeholders (ITAM)
- Operations & Monitoring teams (ITOM)
- Security Operations & Vulnerability teams (SecOps)
- Risk, Audit & Compliance stakeholders (IRM/GRC)
- ServiceNow Architect, Developers, Admins, Platform Owner
- Integration and IAM teams (where required)
- Nice‑to‑Have Attributes Experience in regulated environments (audit-driven requirements).
- Exposure to platform governance and operating model design.
- Experience supporting multi‑country rollouts and multilingual user bases.
- Familiarity with KPI frameworks for service management and security/risk reporting.
