Functional Analyst, ServiceNow

Job Summary

The Functional Analyst is responsible for transferring requests from internal customers into technical functional requirements so that a developer can then develop the project or enhancement on the ServiceNow platform. He/she actively participates in the entire process of implementing the new requirement.  The functional analyst's involvement also covers configuration, testing, implementation, prioritization, support and documentation, with the aim of implementing dynamic, high-quality solutions.

Key Accountabilities

• Participate in the collection, analysis and documentation of business needs;
• Prioritize, recommend and implement value-added solutions to meet business needs;
• Participate in the configuration of various modules;
• Document functional specifications and pass them on to developers;
• Ensure test execution and documentation;
• Prepare and ensure user training on configured enhancements;
• Identify and participate in the appropriate deployment strategy;
• Ensure proper follow-up of enhancements;
• Provide post-implementation support as required;
• Good understanding of the concept of integration with other software.

Job Requirements

• Minimum 5 years' experience as a functional analyst on the ServiceNow platform;
• University degree in engineering, applied sciences, IT management or equivalent;
• In-depth knowledge of the ITSM and CSM modules;
• Knowledge of other modules such as Integration Hub, Platform Analytics, ITOM, Field Service Management is an asset;
• Excellent understanding of the concept of integration between IT systems;
• Analytical skills, versatility and ability to learn quickly;
• Interest in solving highly complex problems;
• Good interpersonal skills with users and other team members;
• Ability to work independently and as part of a team;
• Ability to multi-task;
• Ability to manage time and priorities;
• Knowledge of Microsoft Office tools;
• Knowledge of MID Server is an asset.