ServiceNow Consultant

Context On behalf of a major international group, we are looking for a ServiceNow Consultant Knowledge & Quality Officer to strengthen the IT Helpdesk team based in Brussels. You will join a structured and international IT environment, contributing to the continuous improvement of IT services, operational quality and user experience. Reporting directly to the Head of Helpdesk & Workplace Services, you will play a cross-functional role at the intersection of operational teams, end users and ServiceNow technical teams. Your main responsibilities will focus on Knowledge Management, service quality monitoring and identifying opportunities to optimise processes and improve the use of the ServiceNow platform. Responsibilities Knowledge Management
• Own and maintain the ServiceNow Knowledge Base dedicated to the Helpdesk.
• Create, write, review and improve knowledge articles, troubleshooting guides and procedures.
• Ensure documentation is clear, consistent, accurate and accessible to its target audience.
• Identify knowledge gaps based on recurring incidents, service requests and technician feedback.
• Manage the full lifecycle of knowledge articles, from creation and review to updates and retirement.
• Promote knowledge sharing and reuse across the Helpdesk teams. Operational Quality & Continuous Improvement
• Perform quality reviews of incidents and service requests.
• Monitor ticket quality, documentation standards and compliance with Helpdesk processes.
• Support and coach technicians through constructive feedback and best-practice sharing.
• Analyse user feedback and contribute to improving overall user satisfaction.
• Monitor and report on key performance indicators (KPIs) related to Knowledge Management and Quality. ServiceNow & Functional Improvements
• Identify and propose ServiceNow enhancements to improve operational efficiency and address team requirements.
• Participate in weekly follow-up meetings with the ServiceNow development team.
• Monitor and track the progress of User Stories.
• Gather business requirements and translate them into clear, structured User Stories.
• Participate in functional testing and validate that new developments meet business requirements.
• Support teams in adopting new ServiceNow features and enhancements. Requirements
• At least 3 years of relevant experience working with ServiceNow.
• Strong understanding of IT Service Management (ITSM) processes, particularly Incident Management and Request Management.
• Good knowledge of ITIL principles and proven experience in Knowledge Management within an ITSM environment.
• Excellent technical writing and documentation skills, with the ability to translate technical information into clear and user-friendly content.
• Strong analytical and problem-solving skills, with the ability to identify operational improvement opportunities.
• Comfortable coaching teams, sharing best practices and providing constructive feedback.
• Highly organised, proactive, autonomous and detail-oriented.
• Comfortable working closely with both technical and functional teams. Technical Skills
• ServiceNow: minimum 3 years of experience.
• Knowledge Management in an ITSM environment: minimum 3 years of experience.
• IT Service Management (ITSM) and ITIL.
• Quality Management & Continuous Improvement.
• Technical Writing and Documentation.
• User Story Definition & Functional Testing.
• Good understanding of HTML/CSS.
• Familiarity with AI and LLM-based tools, particularly Microsoft Copilot and AI capabilities integrated into ServiceNow. Languages
• French: Professional proficiency.
• English: Advanced proficiency, mandatory.
• Dutch: Considered a strong asset. Environment You will work in an international and multicultural environment, as part of an IT Helpdesk team, interacting regularly with operational teams, end users and ServiceNow development teams. This position offers the opportunity to make a direct contribution to service quality, knowledge management and the continuous evolution of ITSM practices.