ServiceNow ITSM

Role: ServiceNow ITSM Functional Consultant SME

Duration: 3 months + Possible extension

Location: Brussels, Brussels

Freelance / B2B Contract

Scope:

We are seeking a ServiceNow ITSM Functional to lead a client-facing functional workshops and guide the adoption of ServiceNow IT Service Management (ITSM). You will help the client implement ITSM capabilities—Major Incident Management, Outage Management, and Service Request Management—with a “configure, not customize” mindset, leveraging standard ServiceNow best practices.

Responsibilities

• - Lead functional workshops with business and IT stakeholders to capture requirements, define processes, and drive consensus on the ServiceNow ITSM implementation approach.
• - Translate business needs into scalable ServiceNow ITSM solutions using out-of-the-box functionality wherever possible.
• - Advise on ITIL-aligned processes, focusing on Major Incident, Outage, and Request Fulfillment.
• - Engage with senior client leadership, manage expectations, and build trusted relationships in a demanding environment.
• - Produce clear process documentation, functional specifications, and adoption plans to ensure smooth handover to technical teams.
• - Ensure alignment with ServiceNow and ITIL best practices, and oversee testing and user acceptance.