Business Process Manager ITSM - Change Management (BPC)

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

Do you have experience in ServiceNow?, 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

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