ServiceNow Functional Analyst – Hybrid (Brussels, NL/EN)

CHRLY Belgium; Brussel Hoofdstad; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ServiceNow

Functional Analyst

Business Analysis

Process Documentation

Stakeholder Management

Backlog Management

Tools

ServiceNow Platform

Job description

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.