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# Business Process Manager ITSM - Change Management (BPC)

- **Company:** Cognizant
- **Location:** Amsterdam, Netherlands
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Business Process Modeling, DevOps, Release Management, Servicenow
- **Published:** June 12, 2026
- **Apply:** https://nl.indeed.com/viewjob?jk=27d96fb0ca3390c5

## About the Role

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

## Description

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


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