Business Process Consultant – ServiceNow
Your role
What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating a lot of opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.
At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative and successful. And this is your chance to be part of the success story: we are looking for a Technical Consultant to join our team.
As a Technical Consultant, you focus on the technical and logistical deployment of cloud-based solutions that meet client’s business needs, primarily developing ServiceNow modules and/or Web Services to exchange data between ServiceNow and other technology systems using programming best practices.
You will be responsible for requirement scoping, tool configuration, solution development and achieving technical milestones throughout the lifecycle.
You can identify risks and reports them in a timely manner, has good communication with the project team, and has the ability to work without constant direction or supervision.
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, HRSD, CSM 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 5+ years of experience as a Functional Consultant, Business Analyst, or Process Consultant, with at least 2 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, HRSD, ITOM).
* Data: Experience with CMDB, CSDM, and managing data through import sets and transform maps.
* 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., HR, CSM, GRC, Finance).
* 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 (duplicate): Excellent written and verbal communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical audiences.
* Language: Fluent English & Dutch, and nice to have any other European language.
What we offer
* A competitive salary based on your qualities and experience
* NS business card to cover your commute expenses
* 25 days of paid holiday per year
* A laptop and a smartphone
* A pension scheme
* Health insurance
* Organization driven by technology – we have a tremendous technology backbone
* Access to Udemy, Cognizant Academy digital libraries for your continuous learning
* Open, ‘can do’ team spirit and international environment that encourages making your ideas reality!
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