ServiceNow ITSM Product Owner

In this position you will be part of a strong ServiceNow team, supporting and implementing multiple ServiceNow products and custom apps, used within various IT & other SNCB departments. Together with your fellow specialists, you bring and keep the ServiceNow solutions operational, expand it and renew it at the request of the customer.

You act as the expert for the ServiceNow ITSM application and commonly used platform capabilities (like foundation data and Employee Center Portal), maximizing the value it brings to its users. You focus on the integration of the ServiceNow solutions with other applications of our end customer SNCB and possible other suppliers. By keeping up to date with the evolvement within the ServiceNow platform you will help influence and guide the direction when it comes to utilizing ServiceNow to the fullest.

• Product ownership

  • Together with your internal customer stakeholders, prepare a roadmap for a ServiceNow application. Align with your colleagues and contribute to the overall platform roadmap

  • Drive the implementation of this roadmap

  • Challenge, co-develop, influence and guide stakeholders on the opportunities the platform or product offers and how needs can be met

  • Promote usage of standard ServiceNow functionalities in order to maximize benefit of product use for the customer whilst preserving platform health

  • Determining the impact of possible upgrades & drawing up an implementation plan to carry out such upgrades

• Implementing major changes and projects based on ServiceNow

  • Drawing up “Business / User Requirement Specifications” based on business requirements provided by the process owner or business / functional analyst

  • Drawing up functional specifications for “enhancements” (changes to the existing solution) and checking these with the stakeholders involved

  • Inventing and implementing integration solutions (interfacing) with other applications, such as SAP, monitoring applications and other possible tooling

  • Determining the impact of process changes requested by the process owners of the relevant ITSM processes

  • First point of contact for the developers during the development of those “enhancements”

  • First point of contact for IT architects, integration or security specialists collaborating on delivery

  • Providing functional support in ServiceNow to users and process owners within the organization

  • Provide timely support for user inquiries and assist in resolution of production issues (fourth line)

  • Perform system integration tests and manage / coordinate user acceptance tests

  • Writing out processes or user documentation, assist in user training

  • Coordination with internal and external stakeholders

  • Preparing for transition to production

  • Hypercare after go-live

Requirements

• Master's degree or equivalent through experience

• Knowledge of ITIL principles and experience in applying ITIL guidelines to IT service

• At least 3 years of experience in technical implementations in ServiceNow ITSM and Now Platform services

• Proficiency with ServiceNow components such as Service Catalog, Change / Incident / Problem/Release Management, Asset Management, Knowledge, CMDB, Employee Center etc.

• Having passed at least 3 full lifecycles / deployments with process and system integration of ServiceNow with other applications.

• Experience in configuration of ServiceNow applications

• Expérience in ServiceNow development (ex. scripting) is considered a plus

• Excellent general knowledge of IT architecture, processes and best practices

• Team player with excellent communication skills

• Good knowledge of English and Dutch or French, both orally and in writing

• Able to work independently, strong problem solving techniques, proactive

• Experience with offshore development teams is a plus

• Experience working in Agile teams is a plus

• ServiceNow certification is a plus

Our offer
Within our open corporate culture, you contribute to the digital transformation of SNCB. You will have a job with social impact and ample opportunity to make your own contribution. In addition to a good work-life balance and a competitive salary, you will receive the following benefits:

• the possibility to work remotely + flexible working hours;

• 35 days of leave;

• a company car + a public transport season ticket;

• a target bonus;

• a comprehensive insurance package (affiliation without own contribution, excl. outpatient costs for family members);

  • hospitalisation and dental care for the whole family;

  • outpatient costs (= medical costs separate from hospitalisation);

  • group insurance: supplementary pension, work disability and death (cafeteria plan);

  • accidents at work (extralegal);

• meal vouchers and eco-vouchers;

• net allowances for remote working and carwash + internet budget.