ServiceNow Technical Consultant (ITSM Focus) - JP053857

Job Title: ServiceNow Technical Consultant (ITSM Focus)
Job ID: JP053857
Start Date: 04 May 2026
End Date: 30 September 2026
Duration: 5 months (Part-time – 3/5)
Location: Brussels, Belgium (Hybrid)

Role Overview

We are looking for an experienced ServiceNow Technical Consultant to strengthen an internal Enterprise Service Management (ESM) team. This role requires strong hands-on technical expertise with a primary focus on IT Service Management (ITSM).

You will play a key role in analyzing requirements, implementing configurations, and driving platform optimization while supporting internal team members through coaching and knowledge sharing. You will also act as the main point of contact for technical coordination with external ServiceNow partners.

Key Responsibilities

Platform Ownership & Team Support

• Act as ServiceNow Platform Owner
• Share knowledge and contribute to capability building within the internal team
• Provide functional and technical guidance to team members
• Support team development through coaching and training

Collaboration & Coordination

• Coordinate with external ServiceNow service providers for major changes
• Act as the primary contact for all ServiceNow-related contractual and technical matters
• Review and challenge technical proposals from external partners

Core Responsibilities (ITSM Focus)

1. Analysis & Configuration

• Perform independent analysis and implementation of small to medium configuration changes
• Configure and maintain ServiceNow components (flows, scripts, catalog items, etc.)
• Provide technical support to internal users to build self-sufficiency

2. Coordination of Major Changes

• Gather and formalize business requirements
• Develop test scenarios and coordinate testing activities
• Oversee implementation, including go-live and post-implementation support

3. Platform Optimization

Lead initiatives to improve and optimize the ITSM ecosystem, including:

• Service request workflow improvements
• Service catalog optimization
• CMDB optimization and CSDM implementation
• Integration with external systems for automated CMDB population
• Portal consolidation and user experience improvements
• Knowledge management rollout (self-service / shift-left approach)
• Reporting, dashboards, and SLA configuration

Additional Responsibilities (Non-ITSM Modules)

• Support ongoing and new projects in HRSD and CSM modules
• Implement minor configuration changes
• Provide technical input to cross-functional project teams

Required Qualifications

Education & Experience

• Bachelor's degree in Computer Science, Engineering, or equivalent experience
• Minimum 8+ years of experience in ServiceNow technical roles

Technical Skills

• Strong expertise in ServiceNow ITSM and out-of-the-box processes
• Extensive experience with:
  • Flow Designer, scripting, UI policies, business rules
  • Service catalog and CMDB
  • SLA configuration
• Experience with:
  • API integrations and IntegrationHub
  • Security (ACLs, roles)
• Experience in documentation of configurations
• Solid understanding of ITIL v3/v4 (Foundation certification required)
• Familiarity with Agile methodologies (Scrum)
• ServiceNow Certified System Administrator (preferred)
• Experience in public sector environments is a plus

Soft Skills

• Strong ability to work independently and adapt quickly
• Excellent communication skills, with the ability to explain complex concepts clearly
• Proactive, results-oriented, and able to prioritize effectively
• Strong reporting and stakeholder communication skills

Languages

• Dutch or French – Native/Fluent (one mandatory, the other very good)
• English – Professional working proficiency

Additional Information

• Part-time role (approximately 50–60%)
• Contract extension possible based on performance