Senior ITSM Advisor & ServiceNow Automation Consultant Job Summary H/F/X

Description de l'entreprise

ATCON is a Belgium-based IT consulting firm established with a vision to empower businesses using the latest technologies and provide best-in-class services to our clients. We support as an end-to-end IT solutions partner for digitalizing business processes and making the data meaningful. Our approach is more solution-driven than technology one, focused to solve business challenges and deliver results. We do what is right for our clients and charge based on what we deliver not on billing hours. Our team consists of self-motivated consultants with an agile mindset, global work exposure, and commitment to deliver the best services.

Description de la fonction

Job Summary

We are seeking an experienced Senior ITSM Advisor & ServiceNow Automation Consultant to support the stabilisation and transformation of an IT Service Management organisation.
The successful candidate will act as a trusted advisor to IT leadership, assess the current ITSM landscape, recommend organisational and process improvements, and drive automation initiatives using the ServiceNow platform.
This position combines strategic consulting with hands-on ServiceNow expertise to improve service quality, operational efficiency and governance.

Key Responsibilities

ITSM Advisory

• Act as a senior advisor to IT leadership on IT Service Management best practices.
• Assess the current Service Management organisation and identify improvement opportunities.
• Design and recommend a pragmatic ITSM operating model covering:
  • Change Management
  • Asset and Configuration Management (CMDB)
  • Service Level Management
  • Identity and Access Management (IAM)
  • Service Request Fulfilment
• Improve governance, operational processes and overall service quality.
• Define an appropriate distribution of roles, seniority levels and sourcing strategy, including internal, external, local and remote resources.
• Support the recruitment and onboarding of future ITSM resources.
• Mentor IT teams and promote ITIL best practices.

ServiceNow Automation

• Identify manual and repetitive ITSM processes suitable for automation.
• Design, configure and implement automation solutions within ServiceNow.
• Develop workflows using Flow Designer, IntegrationHub and other ServiceNow capabilities.
• Improve Change Management, CMDB, Asset Management, Service Requests and related ITSM processes through automation.
• Collaborate with technical teams to integrate ServiceNow with enterprise applications.
• Develop dashboards, reports and KPIs to monitor operational performance.
• Ensure ServiceNow configurations comply with governance, security and platform best practices.

Required Skills and Experience

• At least eight years of experience in IT Service Management.
• Strong knowledge of ITIL principles and ITSM best practices.
• Proven experience assessing and improving ITSM organisations and operating models.
• Hands-on experience with the ServiceNow platform.
• Strong experience with ServiceNow Flow Designer, IntegrationHub, workflows and automation capabilities.
• Experience with Change Management, CMDB, Asset Management and Service Request processes.
• Strong stakeholder-management and consulting skills.
• Excellent communication and presentation skills.
• Ability to combine strategic advisory responsibilities with hands-on implementation.

Preferred Qualifications

• ITIL Foundation certification at minimum.
• ITIL Managing Professional or ITIL Expert certification is an advantage.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) is highly desirable.
• Experience delivering ITSM transformation or ServiceNow implementation programmes.

Key Objectives

Short-Term: Stabilisation

• Restore operational continuity across IT Service Management.
• Improve RFC tracking, governance and CMDB data quality.
• Identify and implement quick-win automation opportunities to reduce manual work.

Mid-Term:......

Compétences linguistiques

• Anglais (atout)

  • Comprendre : Expérimenté - (C1)
  • Écrire : Expérimenté - (C1)
  • Lire : Expérimenté - (C1)
  • Parler : Expérimenté - (C1)

• Français (atout)

  • Comprendre : Indépendant - (B1)
  • Écrire : Indépendant - (B1)
  • Lire : Indépendant - (B1)
  • Parler : Indépendant - (B1)

• Néérlandais (atout)

  • Comprendre : Indépendant - (B1)
  • Écrire : Indépendant - (B1)
  • Lire : Indépendant - (B1)
  • Parler : Indépendant - (B1)

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