ServiceNow ITSM & HR SD functional consultant

ServiceNow ITSM & HR SD functional consultant

ServiceNow ITSM & HR SD functional consultant

Description

• Business and Functional Analysis for implementation of ServiceNow ITSM process & functionality, expanding existing ITSM application and supporting its continued roll-out.
• Business and Functional Analysis for implementation of ServiceNow HR SD process & functionality, expanding existing HR SD application and supporting its continued roll-out; including ownership as ‘IT product owner’ for HR SD application.
• Support functional analysis for implementation of master data management (Foundation data) in ServiceNow, through integration with enterprise master data sources

Principal Duties and Responsibilities:

• Capturing user requirements and creation of user stories implementation
• Support (to Product Owner) creation of roadmap for ITSM within the organisation, in concertation with stakeholders (ServiceNow platform management, customer stakeholders, architects, Product Owner,… ).
• Own creation of roadmap for HR SD within the organisation, in concertation with Business (SNCB HR) owner, platform management, architects, ...
• Be responsible for the ‘Run’ of HR SD Application: ensuring support teams perform to resolve incidents & problems on time, application performance and availability is guaranteed, configuration data of the application is maintained, application changes are properly planned and documented, ...
• Participation in advisory boards assessing requested application changes for ITSM & HR SD.
• Participate in effort estimations on captured requirements, ability to do first feasibility check on requirements from functional and size point of view, always ensuring ‘Out of the box’ preference over customization
• Perform functional testing
• Support User Acceptance Testing and user documentation creation
• Support technical consultants in configuration & development
• Clearly articulate the power and value of the ServiceNow platform in terms familiar to a non-IT audience.

Evaluation criteria

• Knowledge of ITIL principles and experience in applying ITIL guidelines to IT service
• Expertise in creation of user stories for process implementation, based on good knowledge of ITSM & HR SD applications and best practices and thereon guiding stakeholders
• Expertise on ServiceNow ITSM functionality and implementation
• Expertise on ServiceNow HR SD functionality and implementation
• Proficiency with ServiceNow components such as Service Catalog, Change / Incident / Problem/Release Management, Knowledge, CMDB, Employee Center & Now Assist
• Able to work independently, strong problem solving techniques, proactive

Conformity Criteria

• Good knowledge of English and Dutch or French, both orally and in writing
• At least 3 years of experience in functional and technical implementations in ServiceNow ITSM and Now Platform services
• Experience in functional and technical implementation of ServiceNow HR SD.