The organisation is a federal public sector agency using ServiceNow as its enterprise service management platform, with ITSM, HRSD and CSM modules already in production. This senior technical consultant role exists to strengthen an internal ESM team, focusing on hands-on ITSM configuration, API integrations and Flow Designer/IntegrationHub work while coordinating with an external ServiceNow provider.
The mission
You will join an existing ESM team of two internal colleagues and act as the Platform Owner for ServiceNow. The platform supports operational ITSM processes, a CMDB that will move toward CSDM alignment, and integrations such as Syncfish for automated CMDB population. Your work directly affects the quality of service delivery for internal stakeholders and the usability of the service catalog and knowledge base.
Day to day you will analyse requirements, implement small to medium configuration changes and lead the technical acceptance of larger changes delivered by an external supplier. You will create configuration documentation, design and run tests, coach the two internal team members to raise their technical skills, and take ownership of improvements in service request flows, CMDB quality, reporting and SLA configuration on a multi-module ServiceNow platform.
Your responsibilities
- Lead platform configuration and improvements to deliver measurable ITSM outcomes, including service request flow and CMDB optimisation
- Coordinate and technically validate larger changes delivered by the external ServiceNow provider, from requirements capture to go-live and post-release support
- Implement API integrations and IntegrationHub flows to automate CMDB population and portal integrations
- Produce clear technical documentation, test plans and run coordination for acceptance testing and release validation
- Coach and transfer knowledge to two internal ESM colleagues so they can perform configuration and basic change tasks independently
- Design dashboards and reporting that provide visibility on SLAs, knowledge usage and portal performance
Your profile
Essential skills
- Minimum 8 years experience in ServiceNow implementation projects in a technical role, senior consultancy level
- Around 10 years practical knowledge of ITSM and out-of-the-box ServiceNow processes, with extensive hands-on ServiceNow configuration (Flow Designer, scripts, UI policies, business rules, catalog items, CMDB, SLA configuration)
- At least 5 years demonstrable experience with API integrations, IntegrationHub/Flow Designer and ServiceNow security components such as ACLs and roles
- Proven experience producing ServiceNow configuration documentation and test plans (5 years)
- ITIL v3 or v4 Foundation certification
- Experience working with Agile/Scrum teams (around 3 years)
- Preferred: ServiceNow Certified System Administrator
- Comfortable coordinating with external suppliers and presenting technical proposals to stakeholders
Languages
- Dutch: C1 preferred (working language) or B2 minimum if French is the primary language
- French: C1 preferred (working language) or B2 minimum if Dutch is the primary language
- English: C1
Education
- Bachelor in Computer Science, Engineering or equivalent experience