ServiceNow Business Process Consultant

The Senior ServiceNow Business Process Consultant is responsible for leading the implementation, optimization, and advisory services for the ServiceNow platform, specifically focusing on the HAM, EAM and SecOps-SIR module. This role involves working closely with clients to align their business objectives with the capabilities of the platform. They must be able to describe the solution in a language that is understandable to all. They should be able to facilitate communication (bridge the gap) between process owners and the C-Suite.

Responsibilities

Business Analysis and Requirements

• Discovery & Elicitation: Lead discovery workshops and interviews with business stakeholders to understand current-state processes, identify pain points, and define future-state requirements for ServiceNow implementation (e.g., ITSM, HAM, EAM, SecOps-SIR) processes.


• Documentation: Document clear, concise, and verifiable business requirements, use cases, and process flows (current state and future state).


• Gap Analysis: Perform gap analysis between client requirements and ServiceNow out-of-the-box capabilities, advising on process changes or necessary configurations/customizations.

Solution Design and Guidance

• Functional Design: Design the functional aspects of the ServiceNow solution, including forms, fields, notifications, user experience, and process automation, ensuring alignment with defined business outcomes.


• Best Practices Consulting: Act as a trusted advisor, guiding clients on ServiceNow best practices and how to leverage platform features to optimize processes (e.g., advising on ITIL compliance for ITSM projects).


• Configuration Specification: Translate documented business requirements into technical user stories and detailed functional specifications, which serve as the blueprint for the Technical Consultant/Developer.

Stakeholder Management and Testing

• Stakeholder Management: Facilitate communication between the business users, technical team, and project management, managing expectations and scope throughout the project lifecycle.


• Testing & Validation: Develop and execute comprehensive test plans, including functional testing, process testing, and user acceptance testing (UAT) scripts, ensuring the implemented solution meets all stated business requirements.


• Training and Adoption: Contribute to end-user training material, conduct training sessions, and assist with change management activities to ensure successful adoption of the new solution. 

Requirements

·       Education: Graduated software engineer, electronic engineer, technician, technologist or related education certificate.

·       Experience: Minimum of 8+ years of experience as a Functional Consultant, Business Analyst, or Process Consultant, with at least 5 years focused specifically on the ServiceNow platform.

·       Process Knowledge: Deep knowledge and practical application of industry frameworks such as ITIL (Information Technology Infrastructure Library), e.g., Incident, Problem, Change, and Request Management processes.

·       Certification: Active ServiceNow Certified System Administrator (CSA) credential is required, along with a strong preference for relevant process certifications (e.g., ITIL Foundation).

·       Consulting Skills: Exceptional communication, presentation, and interpersonal skills, with a proven ability to run effective workshops and manage senior stakeholder expectations.

·       Core Modules: Demonstrated implementation experience in at least one major ServiceNow suite (e.g., ITSM, HAM, EAM, SecOps-SIR).

• Data: Experience with CMDB, CSDM, and managing data through import sets and transform maps.

Preferred

• Certifications: One or more Certified Implementation Specialist (CIS) certifications (e.g., CIS-ITSM, CIS-HRSD) and/or Certified Application Developer (CAD).


• Domain Expertise: Experience in one specific ServiceNow domain beyond ITSM (e.g., ITSM, HAM, EAM, SecOps-SIR).


• Agile Experience: Working knowledge of Agile methodology and experience writing requirements in the form of User Stories.


• Integration: Experience with IntegrationHub and integrating ServiceNow with common enterprise systems (e.g., SAP, Azure, Active Directory, Teams, CoPilot, Snowflake, PowerBI).


• Consulting Skills: Excellent written and verbal communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical audiences.


• Language: Fluent English, and nice to have Dutch or any other European language