Context

The FAVV uses ServiceNow as its Enterprise Service Management (ESM) platform. The ITSM, HRSD, and CSM modules are operational and are intensively used by various departments within the organization.

To further professionalize the ServiceNow landscape, we are looking for a Project Coordinator ServiceNow who will take on a connecting role between ICT, the ServiceNow platform owner, internal IT staff, the supplier, and various business stakeholders.

This role focuses less on technical configuration and more on project coordination, team leadership, business alignment, quality assurance, planning, and stakeholder management, with an explicit scope that goes beyond IT (ITSM) — including projects such as CSM 2.0 and potentially future HRSD initiatives.

Role Description

As Project Coordinator ServiceNow, you are the central link (“linking pin”) in all ServiceNow-related projects. You ensure structure, cohesion, and clear communication between the ServiceNow platform owner, the two internal IT staff who maintain ServiceNow, and the business stakeholders who want to implement new processes or services.

You lead the ESM team, consisting of two internal staff members and a Technical ServiceNow consultant who acts as the ServiceNow platform owner.

You supervise both ongoing and new projects within ITSM, HRSD, and CSM, guard deadlines, ensure that clear requirements are formulated, and follow up the execution up to go-live and aftercare.

You are responsible for alignment with and management of the external ServiceNow service provider regarding the contractual and financial aspects of the contract.

You have sufficient functional knowledge of ServiceNow to be able to manage projects substantively, challenge proposals, and safeguard quality — without being a technical executor yourself.

You follow management-set priorities and, in consultation with the ServiceNow Platform owner (Technical ServiceNow consultant), safeguard the architectural vision of the ESM platform (including the various modules).

General Responsibilities

• Centralize and coordinate all ongoing ServiceNow projects within ICT and business directorates.
• Act as the first point of contact for business stakeholders submitting new questions or projects regarding ServiceNow.
• Actively contribute to the development of business cases.
• Lead the ESM Team.
• Manage the external ServiceNow service provider regarding the contractual and financial aspects of the contract.
• Facilitate collaboration between:
• ServiceNow platform owner
• Internal IT staff responsible for platform management
• Business stakeholders from various departments
• Supplier engaged for the realization of major configuration changes that FAVV cannot do internally
• Promote and safeguard the ServiceNow roadmap and project planning within FAVV. Provide clear reporting on progress.
• Help ensure knowledge sharing within the internal ServiceNow team.
• Support and coach process managers and process owners in taking up their roles.

Specific Responsibilities

1. Project follow-up & coordination

• Draw up and manage project plans: scope, timing, dependencies, risks.
• Monitor progress and deadlines and escalate on time where necessary.
• Report on status, risks, outstanding issues, and decisions to management.
• Prepare and moderate project meetings, including decision-making and follow-up of actions.

2. Business analysis & requirements management

• Facilitate interviews and workshops with business teams to capture needs, pain points, and process flows (actual business analysis remains the responsibility of the business itself).
• Translate these needs into clear, structured functional requirements.
• Validate that proposals from the external ServiceNow provider meet the needs.
• Help develop test scenarios and coordinate user acceptance testing.

3. Coordination of technical execution (without performing technical work yourself)

• Consult with the platform owner, the external provider, and FAVV management on major changes or new configurations.
• Coordinate with internal IT staff for minor adjustments or incidents.
• Perform quality control on delivered configurations, flows, and reports.
• Organize go-live planning and aftercare.

4. Functional support in ITSM, HRSD, and CSM

Although non-technical, substantive knowledge is expected to guide projects within:

ITSM: service catalog, incident & request processes, knowledge management, portal.

HRSD: employee workflows, lifecycle events such as onboarding/offboarding, portal.

CSM: case management, portal, customer workflows — including projects such as CSM 2.0.

5. Continuous improvement & optimization

• Contribute to optimizations regarding process improvements, user-friendliness, reporting, and dashboards.
• Help prioritize within the ServiceNow backlog.
• Initiate improvement projects based on user feedback.
• Support process managers and process owners in fully taking up their roles.

Required Knowledge and Experience

Education & Experience

• Bachelor’s degree in management, ICT, business analysis, or equivalent through experience.
• At least 8 years of experience in project coordination or functional roles in an IT or business context.
• At least 10 years of experience with ServiceNow in a functional or project-based role.
• Experience with projects outside IT (HR, customer service, operational services) is a major asset.
• At least 8 years of experience leading teams in a similar context.

Functional Competencies

• Understanding of the capabilities, modules, and standard components of ServiceNow (ITSM, HRSD, CSM).
• Experience with requirements analysis, test coordination, and process modeling.
• Experience with Agile or hybrid project methodologies.
• Ability to understand technical proposals and translate them for non-technical stakeholders.

Soft Skills

• Strong in coordination, planning, and structuring information.
• Excellent communication skills, both towards IT and business.
• Diplomatic, connecting, and able to create consensus.
• Proactive, solution-oriented, stress-resistant, and able to monitor multiple projects in parallel.
• Clear reporting on progress, issues, and decisions.

Languages

• Good command of Dutch or French (one as the working language, the other at least very good).
• Good knowledge of English.

Assets

• Experience within the federal government is a strong plus.
• Experience in ESM implementations.
• Experience with CSM or HRSD projects.

Regime

This role is preferably filled part-time (50%).

Extension is possible with positive evaluation.