ServiceNow Support Engineer (HAM)

Introduction / Context

In the context of a project for the European Commission, in Brussels, we need to reinforce the team in charge of the EC Service Management tools based on ServiceNow as a SaaS cloud computing software. It involves setting up systems to define, manage, automate, and structure services for companies. (ServiceNow Platform including ITSM, HAM, SPM, HR, ... applications).

The ServiceNow Center of Excellence and Innovation (CoE) main services are:

1. Troubleshooting of the current ServiceNow platform solutions in place (mainly ITSM) for Incident, Service Request, Problem, Change, Service Level, Self-service portal and Knowledge management modules.

2. Configuration, Deployment, Administration, System Supervision and monitoring of the solutions.

3. ServiceNow Software updates & Releases deployment. (change/release management)

4. Continuous improvement. (Monitoring, Release testing and deployment…)

Profile – ServiceNow Support Engineer – experienced within Hardware Asset Management (HAM)

This position requires deep technical knowledge and experience with ServiceNow Hardware Asset Management (HAM) module and ServiceNow platform solutions. We are seeking a Support Engineer to take ownership of our ServiceNow Hardware Asset Management (HAM) module. This role requires both someone that can understand the HAM business process and can do technical troubleshooting.

Key Responsibilities:

• Module Maintenance: Provide end-to-end support for the ServiceNow HAM module

• Technical Troubleshooting: Identify and resolve technical bugs, integration errors

• Process Alignment: Bridge the gap between business needs and technical execution

• Data Integrity: Monitor and audit the Asset-CI synchronization to ensure the CMDB remains accurate and reliable.

• Continuous Improvement: Recommend and implement minor enhancements to HAM dashboards, reports, and stockroom triggers.

• Create user documentation, training materials, and knowledge base articles

Required skills:

• ITIL foundation certified (and proven experience with ITIL processes)

• ServiceNow System Administrator Certification (CSA)

• Experience with ITSM and Hardware Assets tooling

• Experience supporting or implementing the ServiceNow HAM Professional module.

• Understanding of ServiceNow Fundamentals (UI actions, business rules, and client scripts).

• Familiarity with hardware discovery tools and how they populate the ServiceNow environment.

• Understanding of the Hardware Asset Lifecycle

• Ability to translate complex business requirements into technical tickets.

Preferred skills:

• Certified Implementation Specialist – Hardware Asset Management (CIS-HAM)

• Knowledge and certifications in ServiceNow products (ITSM, CSM, HRSD, SPM, ...)

• ServiceNow Trainings (Scripting in ServiceNow / Application Development)

• Experience with Web services (Xml/Soap/Rest)

Soft skills:

• Excellent communication and documentation abilities

• Self-motivated with ability to work independently

• Detail-oriented and quality-focused approach

• Ability to prioritize and manage multiple tasks

• Strong analytical and problem-solving capabilities

Required languages:

• The language requirements include oral and written fluency in EN and FR.

Working conditions:

• Work shifts of 8 hours daily basis from Monday to Friday.

• Office located in the centre of Brussels. (Possibility of teleworking)