This role sits in the HR and Corporate Services department of a large organisation in Belgium, where a small application team supports software used by HR, an infirmary department and building access operations. As a Service Coordinator and Functional Designer, you will divide your time between functional analysis and service coordination, turning business questions and application issues into structured specifications and coordinated actions. The work includes ServiceNow configuration, testing and aftercare, while connecting business users, internal IT teams and third-party suppliers within the Belgian organisation.
The mission
The team owns a portfolio of business applications supporting HR and Corporate Services. Current work includes implementing a new platform for the infirmary department, configuring ServiceNow as a facility management platform, and upgrading the access management platform that controls building entry. The role sits between business users, third-party suppliers and internal infrastructure and operations teams, including network specialists. The team currently consists of around three colleagues, so each person contributes across several applications rather than owning one narrow product area.
Approximately half of your time will focus on functional design, analysing new questions or problems, writing functional descriptions and functional specifications, and routing them to the appropriate department or supplier. Your analysis should distinguish a configuration issue from an infrastructure, network or product issue. The other half covers project coordination, planning, configuration, setup, test management, aftercare and second-line support for business users. You will coordinate testing as a test manager, but you are not expected to be the primary software developer.
Your responsibilities
- Analyse incoming business questions and application problems to identify the cause, impact and next owner.
- Translate findings into clear functional descriptions and specifications that development or operational departments can implement.
- Coordinate business users, internal IT and third-party suppliers through setup, configuration, delivery and follow-up.
- Configure small changes in ServiceNow and support the implementation of new business platforms, including aftercare.
- Define test scenarios, organise test execution and record results for upgrades, working with testing colleagues.
- Provide second-line support, resolve or route incidents, and keep stakeholders informed until closure.
Your profile
Essential skills
- Bring at least 2 years of experience in service coordination, functional analysis, business analysis or application support.
- Analyse situations and problems methodically, separating functional, configuration, infrastructure, network and product issues.
- Produce structured functional descriptions and specifications from business needs.
- Coordinate activities across business users, internal IT and third-party suppliers, and follow plans through to completion.
- Communicate clearly, adapt to different stakeholders and work across several applications without needing to develop the software yourself.
Preferred skills
- Experience with ServiceNow configuration, or the motivation to learn the platform.
- Experience working in an Agile environment.
- Working knowledge of SQL.
- Experience with project planning, project leading, testing or test management.
Languages
- French or Dutch, spoken and understood for daily coordination. CEFR level not specified.
- English, spoken and understood when working with IT teams and third-party suppliers. CEFR level not specified.