ServiceNow Functional Analyst

pbFor our new starting projects we are looking for Medior (5 years) and Senior (+7 years) ServiceNow Functional Analysts /b /p pMan days: Long Term starts with 220 days to 880 days /p pLocation: Brussels + @ client /p pRemote policy: Hybrid will be discussed during interview /p pLanguages: bDutch and/or French English /b /p pbSummary /b /p pAs a bServiceNow Functional Analyst /b, you act as the bbridge between business/process owners and the ServiceNow technical team /b. 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. /p pYou will work across a broad platform scope including bITSM, ITAM (SAM/HAM), ITOM, CMDB, SecOps, and IRM/GRC /b, supporting process design, backlog management, testing, reporting, user enablement, and continuous improvement in a hybrid work model. /p pbKey Responsibilities /b /p ullibA. Requirements Stakeholder Management /bFacilitate workshops with stakeholders to capture bbusiness requirements /b, pain points, and desired outcomes. /liliTranslate requirements into bclear functional user stories /b with acceptance criteria, definitions of done, and business rules. /liliAlign expectations and manage scope by prioritizing requirements and clarifying trade-offs. /liliAct as the key contact for process owners across IT operations, security, and compliance. /li /ul pbProcess Analysis Functional Solution Design /bAnalyze current processes and propose bto-be process designs /b aligned with best practices and organizational constraints. /p ulliDefine functional solution approaches (configuration‑first), including: /liliSLA definitions, KPI reporting needs /liliEnsure designs are consistent across modules and support end‑to‑end workflows. /li /ul pbBacklog Ownership Agile Delivery Support /bMaintain and refine the bServiceNow backlog /b (user stories, enhancements, defects). /p ulliSupport product owners in prioritization, release planning, and dependency management. /liliWork with the architect/developers to ensure technical feasibility and solution alignment. /li /ul pbITSM Functional Coverage /b /p ulliSupport functional design and continuous improvement across:bIncident Management: /b categorization, routing, major incident patterns, escalation rules /lilibProblem Management: /b root cause tracking, known error database alignment (if used) /lilibChange Management: /b change models, approvals, CAB support, risk and impact assessment /lilibKnowledge Management: /b article lifecycle, templates, approval flows, taxonomy /lilibSLAs/OLAs: /b definitions, measurement rules, breach workflows, reporting requirements /li /ul pbITAM Functional Coverage (SAM/HAM) /bDefine and document functional requirements for: /p ullibHAM: /b asset lifecycle, inventory processes, transfer/retirement, contract linkage /lilibSAM: /b licensing positions, compliance reporting, entitlement management support /liliCoordinate with asset managers/procurement/finance on data requirements and governance. /liliValidate process alignment between assets, CMDB, and ITSM workflows (e.g., incidents linked to CIs/assets). /li /ul pbITOM Operational Visibility (Functional) /bCollaborate with operations and monitoring teams to define requirements for: /p ulliDiscovery outcomes and reporting needs /liliService mapping coverage, service ownership, and operational impact use cases /liliEvent management alert workflows, assignment, escalation, and correlation outcomes /liliEnsure ITOM outputs support ITSM execution (e.g., auto‑creation of incidents/changes, enriched CI context). /li /ul pbCMDB Functional Governance /bSupport CMDB governance as a functional lead by defining: /p ulliCI ownership model, lifecycle policies, and stewardship responsibilities /liliData quality expectations (completeness/accuracy/timeliness), certification rules /liliRelationship requirements to support ITOM/ITSM/ITAM /liliCoordinate across teams to ensure CMDB is used consistently (and not bypassed). /li /ul pbSecOps Functional Coverage /bGather and document requirements for bSecurity Incident Response /b and bVulnerability Response /b workflows: /p ulliIntake, triage, prioritization, assignment, SLAs, remediation steps /liliCoordination between SOC/vulnerability teams and IT resolver groups /liliSupport integration requirements (e.g., scanner feeds, SIEM alerts) from a functional standpoint. /li /ul pbIRM / GRC Functional Coverage /bSupport functional design for IRM capabilities: /p ulliRisk identification/assessment workflows and reporting expectations /liliCompliance reporting and KPI dashboards /liliEnsure traceability and documentation meet audit/compliance needs. /li /ul pbTesting, Acceptance Quality Assurance /bDefine and coordinate testing approach: /p ulliTest scenarios, test cases, UAT planning and execution /liliValidate acceptance criteria and facilitate sign‑off with