ServiceNow Functional Analyst

For our new starting projects we are looking for Medior (5 years) and Senior (+7 years) ServiceNow Functional Analysts

Man days: Long Term starts with 220 days to 880 days

Location: Brussels + @ client

Remote policy: Hybrid will be discussed during interview

Languages: Dutch and/or French & English

Summary

As a ServiceNow Functional Analyst, you act as the bridge between business/process owners and the ServiceNow technical team. You will gather and clarify requirements, translate business needs into functional specifications, define process improvements, and ensure the ServiceNow platform is configured and adopted in a way that delivers measurable value.

You will work across a broad platform scope including ITSM, ITAM (SAM/HAM), ITOM, CMDB, SecOps, and IRM/GRC, supporting process design, backlog management, testing, reporting, user enablement, and continuous improvement in a hybrid work model.

Key Responsibilities

• A. Requirements & Stakeholder ManagementFacilitate workshops with stakeholders to capture business requirements, pain points, and desired outcomes.
• Translate requirements into clear functional user stories with acceptance criteria, definitions of done, and business rules.
• Align expectations and manage scope by prioritizing requirements and clarifying trade-offs.
• Act as the key contact for process owners across IT operations, security, and compliance.

Process Analysis & Functional Solution DesignAnalyze current processes and propose to-be process designs aligned with best practices and organizational constraints.

• Define functional solution approaches (configuration‑first), including:
• SLA definitions, KPI reporting needs
• Ensure designs are consistent across modules and support end‑to‑end workflows.

Backlog Ownership & Agile Delivery SupportMaintain and refine the ServiceNow backlog (user stories, enhancements, defects).

• Support product owners in prioritization, release planning, and dependency management.
• Work with the architect/developers to ensure technical feasibility and solution alignment.

ITSM Functional Coverage

• Support functional design and continuous improvement across:Incident Management: categorization, routing, major incident patterns, escalation rules
• Problem Management: root cause tracking, known error database alignment (if used)
• Change Management: change models, approvals, CAB support, risk and impact assessment
• Knowledge Management: article lifecycle, templates, approval flows, taxonomy
• SLAs/OLAs: definitions, measurement rules, breach workflows, reporting requirements

ITAM Functional Coverage (SAM/HAM)Define and document functional requirements for:

• HAM: asset lifecycle, inventory processes, transfer/retirement, contract linkage
• SAM: licensing positions, compliance reporting, entitlement management support
• Coordinate with asset managers/procurement/finance on data requirements and governance.
• Validate process alignment between assets, CMDB, and ITSM workflows (e.g., incidents linked to CIs/assets).

ITOM & Operational Visibility (Functional)Collaborate with operations and monitoring teams to define requirements for:

• Discovery outcomes and reporting needs
• Service mapping coverage, service ownership, and operational impact use cases
• Event management alert workflows, assignment, escalation, and correlation outcomes
• Ensure ITOM outputs support ITSM execution (e.g., auto‑creation of incidents/changes, enriched CI context).

CMDB Functional GovernanceSupport CMDB governance as a functional lead by defining:

• CI ownership model, lifecycle policies, and stewardship responsibilities
• Data quality expectations (completeness/accuracy/timeliness), certification rules
• Relationship requirements to support ITOM/ITSM/ITAM
• Coordinate across teams to ensure CMDB is used consistently (and not bypassed).

SecOps Functional CoverageGather and document requirements for Security Incident Response and Vulnerability Response workflows:

• Intake, triage, prioritization, assignment, SLAs, remediation steps
• Coordination between SOC/vulnerability teams and IT resolver groups
• Support integration requirements (e.g., scanner feeds, SIEM alerts) from a functional standpoint.

IRM / GRC Functional CoverageSupport functional design for IRM capabilities:

• Risk identification/assessment workflows and reporting expectations
• Compliance reporting and KPI dashboards
• Ensure traceability