Within the ICT department of a large public educational institution, an integrated ServiceNow environment is being developed. This environment supports over 100,000 students and employees daily. The goal is to make processes smarter, simpler, and more user-friendly. The role involves translating requests from the educational organization into functional requirements, with a customer and process-oriented approach.
What you will do. You will be part of the Enterprise Service Management (ESM) team, which focuses on identifying and elaborating user requests. You will collaborate with other functional administrators and business analysts to understand user needs and translate them into clear functional requirements for the ServiceNow platform. Your tasks will include:
- Accepting and registering change requests
- Handling and potentially registering incidents
- Maintaining contact with end-users to clarify their wishes
- Translating wishes into functionalities or discussing alternative solutions
- Testing delivered functionality
- Training users
- Performing regression tests during ServiceNow upgrades
- Documenting findings, actions taken
What they ask
- Minimum of three years of experience in service delivery within higher education
- Experience as a functional administrator or key user
- Knowledge of and experience with educational logistics systems or other core systems, such as SIS, Planon
- Familiarity with service management systems; knowledge of ServiceNow is a plus, as is knowledge of BiSL and/or ITIL
- Affinity with process analysis and learning new systems
- Work accurately and structured, thinking in solutions rather than problems
- Communicate easily with colleagues from both education and technology
- Fluent in Dutch
Practical
You will work in an enthusiastic, multidisciplinary, and friendly team of eleven members, including a scrum master and product owner. The team works physically in the office on Tuesdays and Thursdays. Following a successful migration from TOPdesk to ServiceNow, the focus is now on optimizing knowledge and the backlog. You will work closely with the Platform Architect and a Senior Business Analyst, with ample room for growth and innovation.
How to apply
View the full assignment text and application details once your tailored application is ready.
Order a tailored application to view the full assignment and application details.
More context, less searching.
You get enough context to judge whether this job is relevant. The full brief, client details and next steps stay available inside the app.