The IT department of a Belgian federal public sector organisation is implementing and operating ServiceNow as its core ITSM platform to align service delivery with ITIL practices. This role joins the business-facing ITSM team to configure ServiceNow modules (Incident, Change, Problem, Request, CMDB), design workflows and support integrations such as LDAP and REST APIs, while working closely with business stakeholders and development teams using .net and JavaScript where required.
The mission
The ServiceNow programme covers ITIL-based process standardisation across the organisation, consolidating incident, change, problem and request management into a single platform and improving CMDB accuracy. Work includes configuring out-of-the-box ITSM modules, documenting functional designs, and supporting integrations to existing identity and API services.
On a day-to-day basis you will translate business requirements into functional specifications, implement workflows and UI policies in ServiceNow, validate changes with stakeholders and hand over technical specifications to developers. You will coordinate with LDAP/SSO and API teams, produce documentation and training materials, and monitor adoption and continuous improvement aligned to ITIL v3/v4 practices.
Your responsibilities
- Translate business needs into clear functional specifications and acceptance criteria for ServiceNow ITSM modules
- Configure and maintain Incident, Change, Problem, Request and CMDB modules to deliver measurable improvements in process compliance
- Design and test workflows, business rules and UI policies that reduce manual handoffs and improve first-contact resolution
- Coordinate integrations with LDAP, SSO providers and REST/SOAP APIs, and validate data exchanged with the CMDB
- Produce user documentation, train business users and support change adoption across stakeholder groups
- Monitor usage, gather feedback and propose iterative enhancements to align ServiceNow with ITIL objectives
Your profile
Essential skills
- Minimum 5 years’ experience in ServiceNow and ITSM environments, with hands-on configuration of ITSM modules
- Practical knowledge of ITIL v3 or v4 processes and CMDB concepts, able to map process requirements to platform features
- Ability to write functional specifications and translate them into technical tasks for developers
- Basic scripting skills in JavaScript and familiarity with HTML for UI policy/customization work
- Experience with integrations, specifically LDAP, SSO and REST/SOAP APIs
- Strong stakeholder management and analytical requirement-gathering skills, able to bridge business and technical teams
Languages
- English, C1