Business Process Manager ITSM – Change Management (BPC)
Job Summary
We are looking for an experienced Business Process Manager – ITSM Change Management to join our ServiceNow Business Group (SNBG) in Amsterdam. In this role, you will act as a strategic advisor to clients, driving the design, optimization, and transformation of IT Service Management (ITSM) processes, with a strong focus on Change Management within ServiceNow environments.
You will work closely with business and IT stakeholders to streamline processes, improve governance, and enable automation through the ServiceNow platform. This position requires a combination of Business Process Consulting expertise, ITSM knowledge, and ServiceNow experience to deliver measurable business value.
Key Responsibilities
- Lead the analysis, design, and optimization of ITSM Change Management processes
- Act as a trusted advisor on ITIL-based Change Management best practices
- Design and implement scalable, standardized, and automated change processes within ServiceNow
- Facilitate workshops, process assessments, and stakeholder discussions to gather requirements
- Translate business needs into functional process designs and ServiceNow solutions
- Drive process governance, compliance, and continuous improvement initiatives
- Collaborate with technical teams to ensure successful implementation and integration
- Define and track KPIs and performance metrics for Change Management effectiveness
- Ensure alignment with enterprise architecture and broader ITSM processes
- Support transformation programs within large-scale ServiceNow implementations
Required Qualifications
- Proven experience in Business Process Consulting/Management (BPC) within IT environments
- Strong expertise in IT Service Management (ITSM) with a focus on Change Management
- Hands-on experience with ServiceNow ITSM modules, especially Change Management
- Solid understanding of ITIL frameworks (ITIL v3 or v4)
- Experience in process optimization, transformation, and governance
- Strong stakeholder management and communication skills
- Ability to translate business requirements into practical and scalable solutions
- Experience facilitating client workshops and driving process improvements
- Analytical mindset with a focus on continuous improvement and value delivery
Preferred Qualifications
- ServiceNow certifications (e.g., Certified System Administrator, ITSM, CIS)
- ITIL certification (Foundation or higher)
- Experience in large enterprise or global consulting environments
- Familiarity with Agile, DevOps, and digital transformation programs
- Knowledge of additional ITSM processes such as Incident, Problem, and Release Management
- Experience working in multi-stakeholder, international environments
What We Offer
- Competitive salary
- Access to Udemy and Cognizant Academy
- NS business card
- 25 paid holidays
- Laptop and smartphone
- Pension scheme
- Technology-driven organization
- Open team spirit
- International environment
Contact the Recruiter
For more information or to apply, please contact:
Bill Hilhorst
Email: [email protected]
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
