Job title:Project Coordinator Service Now Location:Brussels, Belgium Languages:English, Dutch and French Contract Duration:04/05/2026 - 30/09/2026Possible of extension Work Mode:50%(Part time and Hybrid) Job Description As a Project Coordinator ServiceNow, you are the central link ("linking pin") within all ServiceNow-related projects. You ensure structure, cohesion and clear communication between the ServiceNow platform owner, the two internal IT employees who maintain ServiceNow, and the business stakeholders who want to implement new processes or services. You manage the ESM team, consisting of two internal employees and a Technical ServiceNow consultant who acts as a ServiceNow platform owner. You supervise both current and new projects within ITSM, HRSD and CSM, monitor deadlines, ensure that clear requirements are formulated, and follow up on the implementation up to and including go-live and aftercare. You are responsible for coordinating with and managing the external ServiceNow service provider with regard to the contractual and financial aspects of the contract. You have sufficient functional knowledge of ServiceNow to be able to manage projects substantively, challenge proposals and monitor quality — without being a technical executor yourself. You follow the priorities set by management and, in consultation with the ServiceNow Platform owner (Technical Consultant ServiceNow), monitor the architectural vision of the ESM platform (including the various modules). General responsibilities Centralizing and coordinating all current ServiceNow projects within ICT and business departments. Acting as the first point of contact for business stakeholders who submit new questions or projects around ServiceNow. Actively contribute to the development of business cases. Managing the ESM Team Managing the external ServiceNow service provider with regard to the contractual and financial aspects of the contract Facilitating cooperation between: ServiceNow platform owner Internal IT staff responsible for managing the platform Business stakeholders van diverse departementen Supplier who is called in for the realization of larger configuration adjustments that the FASFC itself cannot do internally Propagating and monitoring the ServiceNow roadmap and project planning within FASFC. Providing clear reporting on its progress. Helping to ensure knowledge sharing within the internal ServiceNow team. Supporting and coaching process managers and process owners in taking on their role. Specific responsibilities Project follow-up & coordination Creation and management of project plans: scope, timing, dependencies, risks. Monitoring progress and deadlines and timely escalation where necessary. Reporting on status, risks, outstanding points and decisions to management. Preparing and moderating project meetings, including decision-making and follow-up of actions. Business Analysis & Requirements Management Facilitating interviews and workshops with business teams to capture needs, pain points and process flows (real business analysis remains the responsibility of the business itself). Translating these needs into clear, structured functional requirements. Validate that proposals from the external ServiceNow vendor match the needs. Helping to develop test scenarios and coordinate user acceptance testing. Coordination of technical implementation (without doing technical work yourself) Consult with the platform owner, the external supplier and FASFC management about major changes or new configurations. Coordinate with internal IT staff for minor adjustments or incidents. Perform quality control on delivered configurations, flows and reports. Organize go-live planning and aftercare. Functional support in ITSM, HRSD and CSM Although non-technical, substantive knowledge is expected to supervise projects within: ITSM: service catalog, incident- & requestprocessen, knowledge management, portal. HRSD: employee workflows, lifecycle events zoals onboarding/offboarding, portal. CSM: case management, portal, customer workflows — including projects like CSM 2.0. Continuous improvement & optimization Contributing to optimizations around process improvements, user-friendliness, reporting and dashboards. Help prioritize the ServiceNow backlog. Initiating improvement projects based on user feedback. Supporting process manager and process owners in fully fulfilling their role. Required knowledge and experience Education & experience Bachelor in management, ICT, business analysis or equivalent through experience. At least 8 years of experience in project coordination or functional roles within an IT or business context. At least 10 years of experience with ServiceNow in a functional or project-based role. Experience with projects outside of IT (HR, customer service, operational services) is a great asset. At least 8 years of experience managing teams in a similar context. Functional competencies Understanding of ServiceNow's capabilities, modules, and standard elements (ITSM, HRSD, CSM). Experience with requirements analysis, test coordination and process modeling. Experience with Agile or hybrid project methodologies. Ability to understand and translate technical proposals to non-technical stakeholders. Soft skills Strong in coordination, planning and structuring of information. Excellent communication skills, both towards IT and business. Diplomatic, unifying and able to create consensus. Proactive, solution-oriented, stress-resistant and able to follow up multiple projects in parallel. Clear reporting on progress, issues and decisions. Advantages Experience within the federal government is a strong plus. Experience in ESM implementations. Experience with CSM or HRSD projects.