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ServiceNow Specialist

Job description

In this position you will be part of a strong Governance & Processes team with a transversal approach. Together with your fellow specialists, you bring and keep the ServiceNow solution operational, expand it and renew it at the request of the customer. You focus on the integration of the ServiceNow solutions with other applications of our end customer SNCB and possible other suppliers.

To this end, you work closely with our internal organization and external partner(s) to jointly monitor, manage and improve the delivered quality and respond to the needs of our end customer.

  • Implementing major changes and projects in the current ServiceNow solution
    • Inventing and implementing integration solutions (interfacing) with other applications, such as SAP, monitoring applications and other possible tooling
    • Critical analysis of change requests
    • Determining the impact of process changes requested by the process owners of the relevant ITSM processes
    • 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
    • First point of contact for the developers during the development of those “enhancements”
    • First point of contact for IT architects, integration or security specialists
    • Providing administrative and functional support in ServiceNow to users and process owners within the organization
    • Provide timely support for user inquiries and resolution of production issues
    • Perform system integration tests and manage / coordinate user acceptance tests
    • Organizing and conducting integration and acceptance tests
    • Writing out processes or user documentation
    • Preparing for transition to production
    • Hypercare after go-live
  • Daily functional support of the solution
    • Answering tickets from (key) users
    • Fixing bugs
    • Monitoring jobs
  • Stay informed of current ServiceNow upgrades & changes
    • Determining the impact of possible upgrades compared to the ServiceNow platform architecture at Ypto
    • Drawing up an implementation plan to carry out such upgrades
    • Drawing up functional and technical requirements
    • Coordination with internal and external stakeholders


  • Master's degree or equivalent through experience
  • At least 3 years of experience working from service management (ITIL (v3 & 4)) processes. Strong 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, and with at least one of the other ServiceNow applications (ITBM, GRC, Analytics, Customer Service, ..).
  • Having passed at least 3 full lifecycles / deployments with process and system integration of ServiceNow with other applications.
  • Excellent general knowledge of IT architecture, IT processes, software design, interfacing protocols, existing middleware technologies, authentication and authorization setups
  • Experience with technical ServiceNow components such as: business rules, client scripts, UI policies and actions, UI pages and macros, script includes, catalog items, workflows, web services, reports, etc.
  • Experience working or developing in the following programming languages: HTML 5, CSS3, JavaScript, JavaScript API, Client and Server-side Scripting, ServiceNow APIs, Web Services
  • Proficiency with ServiceNow components such as Service Catalog, Change / Incident / Problem Management, Asset Management, PPM, Discovery, Knowledge, CMDB, etc.
  • Experience in managing, configuring, developing and customizing ServiceNow and related integrations
  • Team player with excellent communication skills
  • Good knowledge of Dutch, French and English, both orally and in writing
  • Able to work independently, strong problem solving techniques, proactive
  • Experience with offshore development teams is a plus