Freelance ServiceNow ITSM Functional Analyst

📋 Tasks and responsibilities

In a public-sector IT environment, the ServiceNow ITSM Functional Consultant supports the implementation, configuration and continuous optimisation of the ServiceNow platform. In this role, you act as the main link between business stakeholders and IT teams, making sure the solution aligns with operational needs and ITIL best practices.

Key Responsibilities

• Collect, analyse and clarify functional requirements related to ITSM processes
• Configure and tailor ServiceNow modules such as Incident, Change, Problem, Request and CMDB
• Translate business needs into functional and technical specifications
• Design and support workflows, business rules and UI policies
• Coordinate with business stakeholders, technical teams and project teams
• Support integrations with LDAP, SSO and REST/SOAP APIs
• Safeguard solution quality, documentation and maintainability
• Provide user training and contribute to change management activities
• Follow up platform adoption and recommend continuous improvements in line with ITIL

Required Technical Skills

• Strong expertise in ServiceNow ITSM modules
• Good knowledge of ITIL processes, including Incident, Problem, Change and Request
• Solid understanding of CMDB concepts
• Basic technical knowledge of JavaScript, HTML and .NET environments
• Experience with integrations involving REST/SOAP APIs, LDAP and SSO

Methodological Skills

• Strong analytical skills and experience in requirements gathering
• Experience working in ITIL v3 and/or v4 environments
• Ability to connect business expectations with technical implementation

Experience Requirements

Minimum 5 years of relevant experience in ServiceNow and ITSM environments.

📝Your profile

You have demonstrable experience as a functional analyst and can convert business expectations into workable ServiceNow solutions.

Skills

• .Net
• HTML
• ITIL
• ITSM
• Javascript
• LDAP
• ServiceNow

Languages

• Dutch or French
• English