ServiceNow ITSM Functional Consultant Job ID: JP054320

ServiceNow ITSM Functional Consultant

Overview

We are seeking an experienced ServiceNow ITSM Functional Consultant to support the implementation, configuration, and continuous improvement of a ServiceNow platform within a large public-sector environment. The consultant will act as the bridge between business stakeholders and technical teams, ensuring solutions align with business requirements and ITIL best practices.

Key Responsibilities

• Gather, analyze, and document business and functional requirements for ITSM processes.
• Configure and optimize ServiceNow modules including Incident, Change, Problem, Request Management, and CMDB.
• Translate business needs into functional specifications and support technical implementation.
• Design and maintain workflows, business rules, forms, and UI policies.
• Coordinate with business users, project teams, and technical stakeholders.
• Support integrations with external systems using REST/SOAP APIs, LDAP, and SSO.
• Ensure solution quality through testing, documentation, and knowledge transfer.
• Deliver user training and support change management activities.
• Monitor platform adoption and recommend process improvements aligned with ITIL standards.

Required Skills & Experience

• Minimum 5 years of experience in ServiceNow and ITSM environments.
• Strong expertise in ServiceNow ITSM modules.
• Solid understanding of ITIL processes (Incident, Problem, Change, Request Management).
• Knowledge of CMDB concepts and service management best practices.
• Experience with REST/SOAP integrations, LDAP, and Single Sign-On (SSO).
• Basic knowledge of JavaScript and HTML.
• Strong requirements gathering, analysis, and stakeholder management skills.
• Experience working in ITIL v3 or ITIL v4 environments.

Profile

• Analytical and solution-oriented mindset.
• Strong communication and facilitation skills.
• Ability to bridge business and technical teams effectively.
• Organized, proactive, and quality-focused.

Languages

• Native-level French or Dutch.
• Good working knowledge of English.

Work Setup

• Hybrid working model.
• Location: Brussels, Belgium.