The IT department of Belgium’s FPS Home Affairs is seeking a ServiceNow ITSM Functional Consultant to support the implementation, configuration, and continuous improvement of the ServiceNow platform. The consultant will act as the key interface between business and IT, ensuring alignment with business needs and ITIL best practices.

Key Responsibilities

• Gather and analyze functional requirements related to ITSM processes
• Configure and customize ServiceNow modules (Incident, Change, Problem, Request, CMDB)
• Translate business needs into functional and technical specifications
• Design and support workflows, business rules, and UI policies
• Coordinate between business stakeholders, technical teams, and project teams
• Support integrations (LDAP, SSO, REST/SOAP APIs)
• Ensure quality, documentation, and maintenance of solutions
• Provide training and support change management
• Monitor adoption and propose continuous improvements aligned with ITIL

Required Technical Skills

• ServiceNow ITSM modules expertise
• Strong knowledge of ITIL processes (Incident, Problem, Change, Request)
• Understanding of CMDB concepts
• Basic knowledge of JavaScript and HTML
• Experience with integrations (REST/SOAP APIs, LDAP, SSO)

Methodological Skills

• Strong analytical and requirement-gathering skills
• Experience with ITIL v3/v4 environments
• Ability to bridge business and technical stakeholders

Experience Requirements

Minimum 5 years of relevant experience in ServiceNow and ITSM environments