Context

The FAVV uses ServiceNow as its Enterprise Service Management (ESM) platform. Currently, the ITSM, HRSD, and CSM modules are operational.

The consultant will join an existing ESM team of two internal employees. This is not a management position, but the role does require the ability to functionally guide, train, and support these two colleagues. The consultant will also be responsible for liaising with the external ServiceNow service provider regarding the substantive ServiceNow aspects.

Role Description

To further strengthen the internal ServiceNow team, we are seeking a Technical Consultant ServiceNow with strong hands-on technical knowledge and a pronounced focus on ITSM. ITSM is the domain the Consultant will initially focus on; his/her thorough knowledge of the various components of the ServiceNow ITSM solution is therefore crucial.

As a Technical Consultant ServiceNow, you will strengthen the internal ESM team with your practical expertise. You will analyze and perform configuration work yourself, supporting colleagues in their growth through training and coaching.

You coordinate collaboration with an external service provider for major changes and are the point of contact for all substantive (ServiceNow-specific) aspects of the contract.

You take an active role in optimizing the platform and further professionalizing the use of ServiceNow within the FAVV.

General Responsibilities

• Act as Platform Owner ServiceNow.
• Active knowledge sharing and knowledge building within the internal ServiceNow team.
• Functionally guide the two internal team members in building technical competencies.
• Coordinate with the external ServiceNow service provider regarding the substantive aspects of the contract.

Specific Responsibilities (focus on ITSM)

1. Performing analysis and configuration work independently

• Independently carry out analyses and implement small and medium configuration changes.
• Provide technical support so that internal employees can eventually carry out similar changes themselves.

2. Coordination of major changes via external service provider

• Gather needs from internal stakeholders, analyze them, and formalize them in the agreed format.
• Substantively challenge technical proposals from the external service provider.
• Develop test scenarios, perform testing, and coordinate testing on behalf of FAVV.
• Monitor the implementation up to go-live and provide aftercare.

3. Proactive optimization within the ITSM suite

The consultant makes proposals and takes the lead in improvements regarding:

• Optimization/correction of existing service request flows.
• Improvement of the use of the service catalog.
• Optimization of the CMDB and the implementation of CSDM.
• Integration of Syncfish with ServiceNow for automatic population of the CMDB.
• Integration of the current ITSM portal into the already existing unified portal (set up for HRSD / P&O).
• Further rollout of knowledge management to encourage self-service (shift-left principle).
• Setup and optimization of reporting and dashboards, and SLA configuration in the long term.

Responsibilities in non-ITSM modules such as HRSD and CSM

In addition to ITSM, the consultant as a technical ServiceNow profile also supports:

• Ongoing and new projects within, for example, CSM and HRSD.
• Implementation of small configuration changes.
• Providing technical input to multidisciplinary project teams.

Required Knowledge and Experience

Education & Experience

• Bachelor’s degree in Computer Science, Engineering, or equivalent through experience.
• At least 8 years of experience with ServiceNow implementation projects in a technical role.

Technical Competencies

• Thorough knowledge of ITSM and out-of-the-box ServiceNow processes (10 years).
• Excellent knowledge of / demonstrable experience with ServiceNow configuration (Flow Designer, scripts, UI policies, business rules, catalog items, CMDB, SLAs) (10 years).
• Demonstrable experience with API integrations, Flow Designer/IntegrationHub, and security components such as ACLs and roles (5 years).
• Experience in drafting documentation related to ServiceNow configuration (5 years).
• Thorough knowledge of ITIL v3/4 processes: at least ITIL v3/4 Foundation certified.
• Knowledge of Agile methodology such as Scrum (3 years).
• The candidate preferably holds the ServiceNow Certified System Admin certification.
• Experience within the (federal) public sector is a strong asset.

Soft Skills

• You are used to working independently and can quickly adapt to new environments and teams.
• You are strong in communication and can clearly explain complex concepts to various stakeholders.
• You are proactive, result-oriented (you can deliver), and can set good priorities in a dynamic work environment.
• You can report clearly on progress, issues, and decision points.
• You have a good command of Dutch or French (one is the working language, the other is at least very good) and English.

Regime

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

The contract will be extended upon a positive evaluation.