Business Consultant ServiceNow – Request Fulfilment & Automation

Project overview

For an organization that wants to further standardize and automate its IT service delivery, we are looking for an experienced Business Consultant ServiceNow.

The focus is on the setup and optimization of the Service Catalog and Request Fulfilment (RFF) processes, particularly for automated infrastructure and service provisioning within a datacenter and private cloud environment.

You will be the link between business stakeholders, process owners, and technical teams. You will translate functional needs into concrete requirements, process flows, and future-proof solutions within ServiceNow.

Responsibilities

Requirements and expertise

Desired certifications

Intended result

A future-proof ServiceNow setup with a standardized Service Catalog, maximally automated Request Fulfilment processes, and an up-to-date, reliable CMDB. This leads to less manual work, shorter lead times, better data quality, and more efficient IT service delivery.

For this assignment, a screening is required which can take an average of 6-8 weeks. After screening, Defense and Kyndryl onboarding will follow. The start date is therefore an indication and cannot be guaranteed, as it depends on the aforementioned processes. In addition, you must possess a Dutch passport and have a good command of the Dutch language.

• Analyzing business needs and translating them into functional requirements, user stories, and process designs.
• Advising on ServiceNow best practices and the standard capabilities of Request Fulfilment.
• Setting up and optimizing the Service Catalog and associated workflows.
• Translating provisioning needs into automated infrastructure and platform services.
• Collaborating with technical consultants and developers on realization.
• Guiding testing and UAT, including training and knowledge transfer.
• Identifying improvement opportunities in automation, standardization, and data quality.
• Several years of experience as a Business or Functional Consultant within the ServiceNow domain.
• Extensive experience with ServiceNow implementations, Service Catalog, and Request Fulfilment.
• Experience with workflow automation and automated infrastructure and platform provisioning.
• Solid knowledge of CMDB, Configuration Management, and CSDM.
• Insight into the coherence between infrastructure, applications, technical components, and business services.
• Experience with Agile/Scrum, SAFe, and/or DevOps and functional testing.
• Affinity with datacenter, cloud, and private cloud environments.
• Strong analytical, communicative, and independent; skilled in stakeholder management.
• Good command of the Dutch language.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow CIS – ITSM and preferably Service Catalog.
• Additional certifications in CMDB, CSDM, ITSM, or Agile/Scrum (preferred).

Project details

• Start: flexible
• Location: Utrecht e.o., NL
• Languages: Dutch