ServiceNow Functional Analyst

CHRLY Belgium; Brussel Hoofdstad; Hybride; EUR 70 000 - 110 000; Plein temps

Résumé du poste

CHRLY Belgium is seeking a Medior/Senior ServiceNow Functional Analyst to bridge business requirements with the ServiceNow platform. You will gather needs, translate them into functional specs, and define process improvements across ITSM, ITAM, ITOM, CMDB, SecOps, and IRM/GRC in a hybrid Brussels-based role.

You will own backlog management, engage with stakeholders, and support agile delivery while ensuring end-to-end workflow integrity and measurable value delivery.

Qualifications

• Proven experience as a ServiceNow Functional Analyst / Business Analyst / Process Consultant in IT service environments.
• Strong knowledge of IT service processes and translating them into platform requirements.
• Hands-on experience writing user stories, functional specifications, acceptance criteria.
• Process documentation (AS-IS / TO-BE), RACI, SOPs.
• Strong governance and cross-team collaboration.
• ServiceNow platform knowledge: forms, workflows, service catalog, SLAs, notifications, reporting.
• Experience across ITSM, ITAM, ITOM, CMDB, SecOps, IRM/GRC.
• Soft skills: stakeholder management and facilitation.
• Excellent communication in Dutch & English; French is a plus.
• ITIL Foundation and ServiceNow fundamentals certifications are nice-to-have.

Responsabilités

• Facilitate workshops with stakeholders to capture business requirements, pain points, and outcomes.
• Translate requirements into clear functional user stories with acceptance criteria, definitions of done, and business rules.
• Define to-be process designs aligned with best practices.
• Maintain and refine the ServiceNow backlog (user stories, enhancements, defects).
• Support product owners in prioritization, release planning, and dependency management.
• Work with architects/developers to ensure feasibility and alignment across modules.
• Support ITSM coverage for Incident, Problem, Change, Knowledge, SLAs, and reporting.
• Document ITAM (SAM/HAM) lifecycle, licensing positions, and governance.
• Govern CMDB governance: data quality, ownership, lifecycle policies.
• Coordinate SecOps and IRM/GRC requirements and testing efforts.
• Coordinate testing, UAT, and sign-off processes; ensure documentation is updated.
• Define dashboards, KPIs, and adoption plans post go-live.

Connaissances

ServiceNow

Functional Analyst

Business Analysis

Process Documentation

Stakeholder Management

Backlog Management

Outils

ServiceNow Platform

Description du poste

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 ManagementFacilitate 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 DesignAnalyze 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 SupportMaintain 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 GovernanceSupport 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 CoverageGather 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 CoverageSupport functional design for IRM capabilities:

• Risk identification/assessment workflows and reporting expectations
• Compliance reporting and KPI dashboards
• Ensure traceability and documentation meet audit/compliance needs.

Testing, Acceptance & Quality AssuranceDefine and coordinate testing approach:

• Test scenarios, test cases, UAT planning and execution
• Validate acceptance criteria and facilitate sign‑off with business stakeholders
• Ensure functional documentation is updated (process flows, work instructions, release notes).

Reporting, Dashboards & AdoptionDefine reporting needs, KPIs, and dashboard requirements (operational + management).

• Provide training materials, user guides, and change communication support.
• Collect feedback and drive a continuous improvement cycle post go‑live.

Required Skills & Experience

• Functional & Process SkillsProven experience as a ServiceNow Functional Analyst / Business Analyst / Process Consultant in IT service environments.
• Strong knowledge of IT service processes and translating them into platform requirements.
• Hands‑on experience writing:
• User stories, functional specifications, acceptance criteria
• Process documentation (AS‑IS / TO‑BE), RACI, SOPs
• Strong understanding of governance principles and cross‑team collaboration.
• ServiceNow Platform KnowledgeFunctional understanding of ServiceNow capabilities and constraints:
• Forms, workflows, service catalog, SLAs, notifications, reporting
• Experience working with technical teams (architects/developers/admins) to validate solution options and ensure feasibility.
• Experience (or strong exposure) across several of:ITSM (core processes & catalog)
• ITAM (SAM/HAM concepts and lifecycle processes)
• ITOM (discovery outputs, event workflows, service mapping outcomes)
• CMDB (governance and data quality expectations)
• SecOps (security incident/vulnerability workflow concepts)
• IRM/GRC (risk/control/audit/compliance processes)
• Soft SkillsStrong stakeholder management and facilitation skills (workshops, conflict resolution, consensus building).
• Excellent communication in Dutch & English; French is a plus.
• Analytical mindset with the ability to balance business value, compliance, and operational constraints.
• Certifications (Preferred / Nice‑to‑Have)ITIL Foundation (preferred)
• ServiceNow fundamentals certifications (nice‑to‑have):
• CSA (beneficial even for functional roles)
• CIS ITAM / ITOM / SecOps / IRM (depending on focus)
• Business analysis certifications (nice‑to‑have): CBAP / CCBA / PMI‑PBA

Deliverables & Success Measures (Examples)

• Typical DeliverablesRequirements documentation and functional specifications
• Backlog of user stories with acceptance criteria
• UAT plan, test cases, and sign‑off evidence
• Training and communication materials
• KPI dashboards and reporting definitions
• Success MeasuresStakeholder satisfaction and clarity of requirements (reduced rework)
• On‑time delivery of well‑defined user stories and UAT sign‑offs
• Measurable improvements in process efficiency and compliance outcomes
• Increased adoption (catalog usage, correct process adherence)
• Improved data quality and consistent usage of CMDB/ITAM relationships

Stakeholders & Collaboration Model

• You will collaborate with:IT process owners (Incident, Change, Problem, Request, Knowledge, Catalog)
• Asset Management / Procurement / Finance stakeholders (ITAM)
• Operations & Monitoring teams (ITOM)
• Security Operations & Vulnerability teams (SecOps)
• Risk, Audit & Compliance stakeholders (IRM/GRC)
• ServiceNow Architect, Developers, Admins, Platform Owner
• Integration and IAM teams (where required)
• Nice‑to‑Have AttributesExperience in regulated environments (audit-driven requirements).
• Exposure to platform governance and operating model design.
• Experience supporting multi‑country rollouts and multilingual user bases.
• Familiarity with KPI frameworks for service management and security/risk reporting.