ServiceNow Business Process Consultant
As a ServiceNow Business Process Consultant, you make sure that business objectives, operational processes and the ServiceNow platform stay aligned throughout the entire project lifecycle. You act as the central link between business stakeholders and delivery teams, enabling clear decision-making, safeguarding scope and steering projects towards out-of-the-box (OOTB) adoption and a clearly defined Minimum Viable Product (MVP). The role combines structured analysis with active consultancy: you lead process discussions, translate business needs into delivery-ready backlogs and help Product Owners and Process Owners make timely, well-founded decisions. Your work has a direct impact on delivery speed, solution quality and customer satisfaction within the ServiceNow platform.
At Sequal Consultancy, we help organisations get the most out of Service Management with ServiceNow. We are not just consultants — we are partners in optimising our clients' organisations, with in-depth technical expertise and a personal, human approach. The ServiceNow platform offers many possibilities, and within Sequal Consultancy, without excluding anything, our focus is mainly on ITSM, CSDM/CMDB, IRM, SPM, CSM/CRM and WSD solutions.
What makes working at Sequal special is the way we work with our clients. We use a structured five-step approach: Assessment, Advice, Implementation, Support and Continuous Service Improvement. As a consultant, you are therefore involved in the entire lifecycle — from analysing the current situation and advising on the right solution, to implementation, support and continuous improvement. You don't just deliver a project; you build long-term relationships and see the real impact of your work.
Business insight and process design
Develop an in-depth understanding of business objectives, scope and existing (as-is) processes.
Plan and facilitate structured process and requirements workshops with business and product stakeholders.
Define clear and pragmatic to-be processes that balance business needs with the capabilities of the platform.
Identify gaps, risks and improvement opportunities early and make them transparent.
Support with requirements and backlog management
Translate business needs into structured and prioritised user stories with clear acceptance criteria.
Make sure backlogs are logically structured, decision-ready and suitable for Agile delivery.
Coach Product Owners and Process Owners in backlog management, prioritisation and decision-making.
Actively challenge excessive customisation and guide teams towards OOTB- and MVP-oriented solutions.
Delivery alignment and project support
Act as the central point of alignment between the Business, Product Owner and delivery teams.
Work closely with the Project Manager and (Solution) Architect to ensure a shared understanding of scope, priorities and constraints.
Support delivery teams by clarifying requirements, resolving ambiguities and maintaining focus.
Prepare and support User Acceptance Testing (UAT), including test scenarios and business validation.
Ensure a smooth transition from project delivery to management and operations.
The value you deliver
Faster and clearer decision-making and less “scope creep”.
High-quality backlogs that enable efficient and predictable Agile delivery.
Business processes that match both operational reality and the standards of the ServiceNow platform.
Clear ownership, transparency and shared understanding among all stakeholders.
Your position within the project organisation
A central alignment role between the Business, Product Owner and Delivery.
Close collaboration with Project Management and Solution Architecture.
A key success factor for delivery speed, solution quality and customer satisfaction.
What we are looking for
Must-haves
Proven experience as a Business Process Consultant in complex projects with multiple stakeholders.
Strong skills in process analysis, workshop facilitation and structuring requirements.
Experience translating business needs into user stories and Agile-ready backlogs.
A solid understanding of ServiceNow concepts, particularly within Customer Service Management or related domains.
A pragmatic and structured mindset, with the confidence to guide decision-making and critically safeguard scope.
Excellent communication skills and the ability to connect business and delivery perspectives.
Fluent in Dutch and English (spoken and written), including the ability to lead client communication, steering committees and delivery discussions in Dutch.
Nice to have
Experience with ServiceNow CSM implementations or transformation programmes.
Familiarity with Agile delivery models (Scrum, SAFe) and product-oriented ways of working.
Experience coaching Product Owners or process leads in complex environments.
A background in customer service, case management or service operations.
- Permanent contract
- Courses and certifications that support your development
- Talent development and the opportunity to strengthen your talents
- Hybrid working model
- Attractive salary
- Choice of a lease car, a mobility budget or a public transport pass
- Pension scheme paid by Sequal Consultancy
- Laptop and mobile phone
- The opportunities you have always wanted to realise your ambitions in the ServiceNow field
- An open, diverse and inclusive culture
- Fun extras such as drinks, (sporty) team outings, an annual weekend away (with your partner) and inspiring events