ServiceNow Specialist - ITSM

Function

We’re looking for a ServiceNow ITSM & HR Service Delivery Functional Consultant to join our client’s digital services team and play a key role in shaping, implementing, and evolving ServiceNow capabilities across the organisation. You will act as a bridge between business stakeholders, platform teams, and technical consultants, translating needs into clear functional solutions while promoting best practices and out-of-the-box use of the ServiceNow platform.

Responsibilities

• Conduct business and functional analysis for the implementation and further roll-out of ServiceNow ITSM and HR Service Delivery capabilities, including foundation data integration with enterprise master data sources.

• Capture user requirements, create user stories, and contribute to effort estimations and feasibility assessments.

• Support the definition of the ITSM roadmap and take ownership of the HR Service Delivery roadmap in collaboration with business owners, architects, and platform teams.

• Act as functional owner for the HR Service Delivery application, ensuring effective run operations, incident and problem resolution, application performance, data quality, and proper change documentation.

• Participate in advisory boards for application changes, perform functional testing, and support User Acceptance Testing and user documentation.

• Work closely with technical consultants on configuration and development, while clearly articulating the value of ServiceNow to non-technical stakeholders.

Profile of the ideal candidate

• Strong knowledge of ITIL principles and practical experience applying them in IT service environments.

• Proven expertise in ServiceNow ITSM and HR Service Delivery, including Service Catalog, Incident, Change, Problem, Release Management, Knowledge, CMDB, Employee Center, and Now Assist.

• Demonstrated ability to create high-quality user stories and guide stakeholders based on ServiceNow best practices.

• Excellent communication skills, with a proactive, independent, and solution-oriented mindset.

Practicalities and added value

• At least three years of experience in functional and technical implementations on the ServiceNow platform, including HR Service Delivery.

• Fluent in English and either Dutch or French, both spoken and written.

• Comfortable working in a collaborative, multi-stakeholder environment with a strong focus on standard ServiceNow solutions over customisation.