C004282 ServiceNow Analyst (NS) - WED 2 Jul

Deadline Date: Wednesday 2 July 2025

Requirement: ServiceNow Analyst

Location: Brussels, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 836

Required Start Date: 11 August 2025

End Contract Date: 31 December 2025

Required Security Clearance: NATO SECRET

Duties and Role:  

1st line Support

• Providing 1st line support to project and service delivery managers, ensuring smooth operation and successful completion of projects.
• Supporting project, service delivery and resource managers in their day to day work with ServiceNow
• Acting as a power user who can help ServiceNow users with their issues before having to escalate to IT support
• Supporting the NCIA's governing committees and senior management in ensuring ServiceNow meets their needs
• Provides cross-functional support to other Business Areas in the use of ServiceNow (e.g. the Customer Relationship Management team)
• Monitoring ServiceNow related Incidents in the IT Service Management Tool for P3SM related requests and fix incidents as required
• Supervising the Project/Service Creation Workflow stages and set-up the projects/services in the Enterprise Project/Portfolio Management system (ServiceNow), using the appropriate project templates
• Ensure the accurate setup of project baselines
• Maintaining a knowledge base with up-to-date information on how to optimally use ServiceNow
• Maintaining up to date documentation of work instructions / how- do documentation

Assessing and prioritizing enhancements

• Assessing which tool enhancements will have the greatest impact on the ServiceNow user community (ServiceNow 'Product Owner' role)
• Supporting the head of BSM in prioritizing the tickets that are logged in Jira to continuously improve the way ServiceNow is configured and customized to suit the needs of the ServiceNow Users and Stakeholders
• Working with the technical team (NCIA Business Applications Center) that supports ServiceNow in resolving Incidents and implementing enhancements to make sure incidents and enhancements are addressed in an optimal manner
• Working on process improvements in the areas of demand, portfolio, project, resource and time management

Tool use, communication and adoption

• Conducting training in the use of ServiceNow, especially in the areas of project management, service management, resource management and time accounting
• Providing support for the adoption of other ServiceNow modules (e.g. Demand Management, Customer Relationship Management, Services Catalogue) and advise on compatibility and overlap with ServiceNow Strategic Portfolio Management enhancements.
• Devising and execution a stakeholder communication plan
• Performing other duties as required

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Higher vocational Training in  a relevant discipline with 5 years post related experience. Or, a secondary educational qualification with 3 years post related experience.
• Formal certification in a recognised methodology for project management techniques e.g. PRINCE2 or PMI
• Formal certification in the ServiceNow SPM module Experience
• Thorough knowledge of the Service Now SPM module from a functional perspective. Ideally you are certified in this module.
• Thorough knowledge and experience with project management methodologies e.g. PRINCE2 or PMI
• Sound knowledge and experience in the use of Microsoft office applications
• Experience developing and putting in place of new processes and procedures
• Experience in roles requiring excellent inter-personal skills and the ability to be responsive and sensitive to both external and internal customers and staff
• Familiar with principles of accounting and finance
• Excellent command of spoken and written English
• Experience in roles requiring taking initiative and a flexible approach allowing the incumbent to respond reliably and competently to changing requirements in a demanding environment;
• Experience in roles requiring excellent inter-personal skills and the ability to be responsive and sensitive to both external and internal customers and staff

Desirable:

• Knowledge of ITIL
• Experience in maintaining web pages
• Experience in JIRA software
• Familiarity with ERPs (such as Oracle or SAP) and/or experience of Enterprise System Implementation and or Business Analysis, or IT Requirement Analysis
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including Allied Command Operations (ACO) and Allied Command Transformation (ACT).