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 Management Facilitate 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 Design Analyze 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 Support Maintain 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 Governance Support 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 Coverage Gather 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 Coverage Support functional design for IRM capabilities:

• Risk identification/assessment workflows and reporting expec