ServiceNow Functional Analyst

For our new starting projects we are looking for Medior (5 years) and Senior (+7 years) ServiceNow Functional Analysts

Start date: November 2026

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:
• State models, assignment logic, approvals, notifications
• SLA definitions, KPI reporting needs
• Catalog structure, request fulfillment workflows
• 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.
• Participate in ceremonies (planning, refinement, reviews, retrospectives).

ITSM Functional Coverage

• Support functional design and continuous improvement across:Incident Management: categorization, routing, major incident patterns, escalation rules
• Request Fulfillment: service catalog structure, record producers, fulfillment groups
• 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
• Controls mapping, control testing/attestation support
• Audit planning, execution, evidence management
• 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
• Support defect triage (impact analysis, prioritization, retest coordination).
• 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
• Common data concepts (tables, CMDB, CI relationships, assignments)
• Experience working with technical teams (architects/developers/admins) to validate solution options and ensure feasibility.

Multi-Module Exposure (Desired)

• 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 ITSM (strong plus)
• 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
• Process designs (TO-BE flows), RACI, governance documentation
• 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.

Important message: if you do not have the Dutch and/or French language native, please do not apply. Thank you for your understanding.

European citizenship mandatory.