About the mission
We are looking for a ServiceNow ITSM Functional Consultant to support the implementation and continuous improvement of the ServiceNow platform. The role involves gathering requirements, configuring modules, and ensuring alignment with ITIL best practices.
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Description
The IT department of Belgium's FPS Home Affairs is seeking a ServiceNow ITSM Functional Consultant to support the implementation, configuration, and continuous improvement of the ServiceNow platform. The consultant will act as the key interface between business and IT, ensuring alignment with business needs and ITIL best practices.Key Responsibilities
Gather and analyze functional requirements related to ITSM processes
Configure and customize ServiceNow modules (Incident, Change, Problem, Request, CMDB)
Translate business needs into functional and technical specifications
Design and support workflows, business rules, and UI policies
Coordinate between business stakeholders, technical teams, and project teams
Support integrations (LDAP, SSO, REST/SOAP APIs)
Ensure quality, documentation, and maintenance of solutions
Provide training and support change management
Monitor adoption and propose continuous improvements aligned with ITIL
Required Technical Skills
ServiceNow ITSM modules expertise
Strong knowledge of ITIL processes (Incident, Problem, Change, Request)
Understanding of CMDB concepts
Basic knowledge of JavaScript and HTML
Experience with integrations (REST/SOAP APIs, LDAP, SSO)
Methodological Skills
Strong analytical and requirement-gathering skills
Experience with ITIL v3/v4 environments
Ability to bridge business and technical stakeholders
Experience Requirements
Minimum 5 years of relevant experience in ServiceNow and ITSM environments.
What you'll do
- Gather and analyze functional requirements related to ITSM processes
- Configure and customize ServiceNow modules (Incident, Change, Problem, Request, CMDB)
- Translate business needs into functional and technical specifications
- Design and support workflows, business rules, and UI policies
- Coordinate between business stakeholders, technical teams, and project teams
- Support integrations (LDAP, SSO, REST/SOAP APIs)
- Ensure quality, documentation, and maintenance of solutions
- Provide training and support change management
- Monitor adoption and propose continuous improvements aligned with ITIL
What we're looking for
- Minimum 5 years of relevant experience in ServiceNow and ITSM environments
- Strong analytical and requirement-gathering skills
- Ability to bridge business and technical stakeholders
Skills
- ServiceNow
- ITIL
- JavaScript
- HTML
- REST/SOAP APIs
- LDAP
- SSO