ServiceNow Functional Analyst

Technology & Risk Recruitment; Brussel Hoofdstad; Hybride; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Technology & Risk Recruitment is seeking experienced ServiceNow Functional Analysts at medior and senior levels for a long-term Brussels-based project. The role bridges business stakeholders and ServiceNow technical teams across ITSM, ITOM, CMDB, SecOps and IRM, with English plus French or Dutch required.

You will gather requirements, run workshops, translate into user stories, define TO-BE processes, support Agile delivery, and help with testing, documentation, dashboards and user adoption on a

Qualifications

• Proven experience as ServiceNow Functional Analyst or similar.
• 5+ years for Medior or 7+ years for Senior level.
• Experience across ITSM/ITOM/CMDB/SecOps or IRM across multiple modules.
• Experience in regulated or audit-driven environments.
• Multilingual: English plus French or Dutch.

Responsabilités

• Gather and analyse business and functional requirements.
• Facilitate workshops with stakeholders.
• Translate requirements into user stories and acceptance criteria.
• Define AS-IS and TO-BE processes.
• Collaborate with ServiceNow architects, developers and admins.
• Support backlog management, prioritisation and Agile delivery.
• Define functional requirements for workflows, SLAs, notifications, reporting.
• Support testing, UAT, defect management and sign-off.
• Produce process documentation and user guidance.
• Assist with KPIs, dashboards and reporting requirements.
• Support user adoption and continuous improvement post-implementation.

Connaissances

Requirements gathering

Stakeholder management

Workshop facilitation

User stories & acceptance criteria

Agile delivery

Process improvement

Formation

ITIL Foundation

CBAP/CCBA/PMI-PBA

Outils

ServiceNow platform

Workflow design

Description du poste

Role: ServiceNow Functional Analyst – Medior & Senior

Contract: Long-term

Duration: 12 Months+ (4 Year Project)

Languages: English + French or Dutch

TRR is working with a client on a number of new ServiceNow projects and is looking for experienced ServiceNow Functional Analysts at both Medior and Senior level.

You will act as the link between business and process stakeholders and the ServiceNow technical teams, helping translate business requirements into practical functional solutions and supporting continuous improvement across the ServiceNow platform. The role offers long-term project work within a complex enterprise environment, with exposure to multiple ServiceNow modules and business functions.

The Role

As a ServiceNow Functional Analyst, you will:

• Gather and analyse business and functional requirements.
• Facilitate workshops with business and process stakeholders.
• Translate requirements into clear user stories, acceptance criteria and functional specifications.
• Analyse existing processes and design improved TO-BE processes.
• Work closely with ServiceNow architects, developers, administrators and technical teams.
• Support backlog management, prioritisation and Agile delivery.
• Define functional requirements around workflows, approvals, SLAs, notifications, service catalogue and reporting.
• Support testing, UAT, defect management and business sign-off.Produce process documentation, functional specifications, RACI/SOP documentation and user guidance.
• Help define KPIs, dashboards and reporting requirements.
• Support user adoption and continuous improvement following implementation.

ServiceNow Functional Areas

You will ideally have experience across several of the following areas:

ITSM

• SLA/OLA management
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• Asset, CMDB and ITSM integration

ITOM

• Discovery
• Service Mapping
• Alert and incident workflows

CMDB

• CI ownership and governance
• CI relationships
• CMDB alignment with ITSM, ITOM and ITAM

SecOps

• Security Incident Response
• Vulnerability Response
• Scanner/SIEM integration requirements

IRM / GRC

• Controls and compliance
• Evidence management

You do not need to have deep expertise across every module, but experience across several areas will be highly beneficial.

What We're Looking For:

• Proven experience working as a ServiceNow Functional Analyst, Functional Consultant, Business Analyst or Process Consultant.
• Approximately 5+ years' experience for Medior level or 7+ years for Senior level.
• Strong understanding of IT service management processes.
• Experience gathering and documenting business and functional requirements.
• Strong experience writing user stories and acceptance criteria.
• Experience with AS-IS / TO-BE process analysis and design.
• Experience working with ServiceNow technical teams.
• Good understanding of ServiceNow functionality, including workflows, forms, service catalogue, SLAs, notifications and reporting.
• Strong stakeholder management and workshop facilitation skills.
• Experience supporting testing/UAT and defect management.
• Experience across multiple ServiceNow modules such as ITSM, ITAM, ITOM, CMDB, SecOps or IRM/GRC.
• Experience working in regulated or audit-driven environments.
• ServiceNow CSA.
• CIS ITSM, ITAM, ITOM, SecOps or IRM.
• ITIL Foundation.
• CBAP, CCBA or PMI-PBA.
• Experience supporting multi-country or multilingual ServiceNow implementations.

You will work closely with:

• IT process owners
• Asset Management, Procurement and Finance teams
• IT Operations and Monitoring teams
• Security Operations teams
• Risk, Audit and Compliance stakeholders
• ServiceNow Architects
• Developers and Administrators
• Platform Owners
• Integration and IAM teams

What You Can Expect

• Long-term ServiceNow project work.
• Brussels-based hybrid working environment.
• Exposure to multiple ServiceNow functional areas.
• Opportunity to work directly with senior business and technical stakeholders.

If you are an experienced ServiceNow Functional Analyst with strong business analysis and process experience, and you are interested in a long-term Brussels-based project, we'd be keen to hear from you.