ServiceNow Analyst

Function

We're looking for an experienced consultant to join our client's team, focusing on a strategic IT Service Management (ITSM) transformation initiative. This role involves the migration from a shared ServiceNow environment to a dedicated instance in the EU region, bridging the gap between European business stakeholders and North American delivery teams to ensure clear communication and actionable technical specifications.

Key Responsibilities

The consultant will undertake various critical tasks, including:

• Leading the elicitation, analysis, and documentation of business requirements for the ITSM migration project.
• Translating business and process requirements into clear functional and technical specifications for implementation teams.
• Collaborating closely with European stakeholders to capture and validate requirements across ITSM domains such as Incident, Request, Change, Problem, Knowledge, and CMDB.
• Facilitating workshops, stakeholder interviews, and working sessions to define target processes, functional scope, data migration requirements, and integration needs.
• Supporting the definition of the target ITSM operating model and ensuring alignment with global standards.
• Ensuring traceability between business requirements, functional design, and delivered solutions.
• Contributing to project governance, documentation, and reporting.

Profile of the Ideal Candidate

The ideal candidate will possess:

• Proven experience as a Business Analyst in IT transformation projects, ideally within enterprise environments.
• Strong knowledge of ServiceNow (SNOW), with hands-on experience in ITSM modules.
• Solid understanding of ITSM processes including Incident, Request, Change, Problem Management, and CMDB/ITOM concepts.
• Experience in ITSM migration or implementation projects.
• Strong stakeholder management and communication skills, with a proven ability to facilitate workshops and drive alignment across multiple teams.
• An analytical mindset with the capability to structure complex information into clear deliverables.

Practical

• You're able to work onsite in Ghent (60%), combined with teleworking
• You're fluent in English

Contactperson & Reference

• Reference #: INCA26565
• Maxime Campe
• maxime.campe@i4m.be