ServiceNow Business Process Consultant

Role summary
Cognizant is looking for a ServiceNow Business Process Consultant with strong hands-on experience in ServiceNow Strategic Portfolio Management (SPM) to lead process discovery, solution design, and implementation advisory across portfolio, demand, project and resource management. You will work with business stakeholders and IT teams to translate business needs into fit-for-purpose ServiceNow SPM solutions, aligned to governance, controls and public-sector operating requirements.

Key responsibilities

• Lead end-to-end business process consulting for ServiceNow initiatives, with primary focus on ServiceNow SPM (Portfolio, Demand, Project/Agile, Resource, Financials, and reporting/analytics as applicable).
• Facilitate workshops to capture as-is/to-be processes, pain points, controls, data requirements and success measures; document outcomes using clear process narratives and user stories.
• Translate business requirements into solution designs including process flows, role model, data model, integrations, governance and operating procedures.
• Advise on SPM operating model design (intake and triage, prioritisation, funding, stage gates, portfolio reviews, benefits tracking) and ensure alignment with the client’s governance needs.
• Configure and guide implementation of SPM capabilities (e.g., demand intake, portfolio planning, project execution, resource assignment, time/expense, financial planning) in partnership with platform/implementation teams.
• Define KPI and reporting requirements and support dashboard design for portfolio health, delivery performance, resource capacity and financial visibility.
• Support data migration planning, data quality rules, and cutover activities for SPM entities (demands, projects, tasks, resources, cost plans, etc.).
• Work with integration teams to define integration requirements (e.g., identity, HR, finance, collaboration tools) and ensure end-to-end process integrity.
• Drive change management readiness: stakeholder communications, training approach, adoption metrics, and hypercare support.
• Ensure solutions adhere to ServiceNow best practices, client’s security and compliance requirements, and maintainability standards.

Required qualifications & experience

• Degree in Information Systems, Computer Science, Business, Engineering, or equivalent practical experience.
• Proven experience as a Business Process Consultant / Business Analyst / Functional Consultant on ServiceNow implementations, with strong, demonstrable experience in ServiceNow SPM.
• Hands-on knowledge of portfolio and project management processes, demand management, governance and prioritisation frameworks, and resource/capacity management.
• Experience eliciting requirements, leading workshops, and producing functional specifications, user stories, process maps, and test scenarios.
• Ability to partner with technical teams on configuration decisions, integration requirements and data migration considerations.
• Strong stakeholder management and communication skills, including experience working with senior management and cross-functional teams.
• Comfortable working in structured governance environments with documentation, controls and auditability expectations.

Preferred qualifications

• ServiceNow certifications such as Certified System Administrator (CSA) and/or Certified Implementation Specialist – Strategic Portfolio Management (or equivalent).
• Experience with related ServiceNow products/processes (e.g., ITSM, ITOM, APM, IRM/GRC, Performance Analytics, IntegrationHub).
• Experience in public sector, statutory board, or regulated environments with strong governance and compliance needs.
• Familiarity with Agile delivery ways of working and tooling (e.g., ServiceNow Agile Development, Jira) and hybrid project governance.
• Experience designing executive dashboards and management reporting for portfolio/PMO functions.

Technical skills

• Strong functional knowledge of ServiceNow SPM data objects and workflows (e.g., demand, epics/features/stories where applicable, projects, tasks, resources, allocations, cost plans, benefit plans).
• Ability to collaborate on configuration topics: forms, lists, workflows/Flow Designer, notifications, roles/groups, UI policies, business rules (functional understanding), and reporting.
• Good understanding of integration patterns (APIs, file-based, middleware) and identity/access considerations.
• Solid grasp of testing lifecycle (SIT/UAT), defect triage, and release readiness.

Competencies

• Strong analytical and problem-solving skills; able to simplify complex processes into implementable solution components.
• Excellent facilitation skills; able to lead discussions, manage differing viewpoints and drive decisions.
• Clear, structured written and verbal communication with strong documentation discipline.
• Outcome-focused with attention to detail, quality, and maintainability.
• Collaborative mindset; able to work effectively with business users, PMO functions, architects, developers, and vendors.

Over Cognizant  
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.

Aanvullende arbeidsinformatie
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