ServiceNow

MUST BE A BELGIAN RESINDENT! MUST BE IN BELGIUM!

Job Title:

ServiceNow Developer (Focus on Maintenance and Incident Resolution)
They're not looking for a pure developer building apps from scratch.
Instead, they want someone who maintains, supports, and improves an existing ServiceNow instance, and handles incidents and small changes.

Mission Context (Daily Responsibilities):

Support and guide the team through the different processes

Acts as a ServiceNow process expert - helps colleagues follow correct ITSM/ITIL workflows inside ServiceNow.

Monitoring of the instances

Regularly checks the health and uptime of ServiceNow environments (eg, dev, test, prod).

Execute maintenance/run tasks (small changes/LCM/License management)

Performs routine maintenance:

• Small updates (minor Scripting/config changes)
• LCM = Lifecycle Management (keeping the platform updated and clean)
• Manages license usage, avoids over-usage

ITIL Framework Knowledge (Processes they must know):

They're asking for mid-to-senior-level experience in IT Service Management (ITSM).

o Incident Management

Handles second- and third-line support (more complex issues that frontline support can't resolve).

o Problem Management

Looks into root cause analysis, not just fixing issues, but preventing them.

o Asset Management

Manages hardware/software inventory inside ServiceNow.

o Change Management

Handles change requests - ensuring that any changes to systems are tracked, reviewed, and approved.

Other Key Responsibilities

Release management

Prepares and validates new software releases and changes.

• Writes runbooks (step-by-step deployment guides)
• Presents changes to the Change Advisory Board (CAB)

Process optimization

Experience improving ServiceNow workflows, automating tasks, and streamlining operations.

Data analysis

Can build reports and dashboards in ServiceNow to track performance and usage.

Agile or Scrum

Works well in Agile teams - uses sprints, backlogs, stand-ups, etc.

Implementation of BNPP Fortis processes in ServiceNow

Customizes ServiceNow to match BNP Paribas Fortis internal procedures.

Design and creation of feeding interfaces

Develops data integrations (eg from other Fortis systems into ServiceNow)

Setup API integration

Works with ServiceNow REST APIs to exchange data with Fortis' local systems.

Automated exports

Automates data exports from ServiceNow to internal Fortis users/systems.

Email interfaces

Configures inbound/outbound email notifications and parsing rules.

Workflow design

Builds custom workflows in ServiceNow (eg for approvals, escalations).

Migration of existing tools to ServiceNow

Migrates processes/data from older ticketing or ITSM tools into ServiceNow.

Language Requirements:

• English - Mandatory
• Dutch or French - Nice to have, since it's Belgium

Technical Skills:

ServiceNow Certified (Admin Course)

Mandatory - the basic admin course certification from ServiceNow

Certified Implementation Specialist

Nice to have - shows they know how to configure apps like Incident, Problem, Change

Cloud knowledge

Bonus - Not essential, but understanding cloud environments helps

Monitoring and performance optimization

Experience checking performance of ServiceNow, doing health scans, handling upgrades