ServiceNow Business Consultant

Role Summary

The Business Process Consultant is the bridge between a six-month backlog and a coherent delivery plan. You will own intake, refinement, and prioritization of the client's ITSM backlog — turning a queue of accumulated stories, enhancements, and incidents into well-formed, estimable work the development team can burn down predictably.

You define the velocity metrics by which this engagement will be publicly judged.

Key Responsibilities

Backlog mastery — inventory, classify, and prioritize the existing backlog (size, age, module, business impact) within the first 30 days; establish the burn-down baseline.

Requirements

engineering — convert raw demand into refined stories with acceptance criteria; run refinement sessions with client process owners. Process consulting — map current-state ITSM processes; identify and quantify process improvements the POD should deliver alongside backlog work. Velocity & reporting — define and publish sprint velocity, commitment reliability, and quality metrics; own the data behind the weekly client status narrative.

UAT orchestration — design and run the UAT process with client stakeholders; protect releases from scope and quality surprises. Stakeholder management — work daily with the client's operational lead and platform architect; build the trusted-advisor relationship the incumbent lost. Required Qualifications 9–12 years of relevant experience, including 6+ years in Service.

Now business analysis / process consulting roles. Demonstrated ownership of large ITSM backlogs — intake models, prioritization frameworks, and refinement discipline at enterprise scale. Strong working knowledge of Service. Now ITSM data model and configuration concepts (enough to write implementable stories, not just requirements prose).

ITIL v4 Foundation or higher; Service. Now CSA preferred. Experience defining delivery metrics (velocity, throughput, defect escape rate) and presenting them to client leadership. Excellent facilitation and written communication — your stories and your status reporting are the engagement's public record.

Preferred Qualifications

Regulated-industry experience (medical device, pharma, healthcare). Exposure to Now Assist / AI-assisted ITSM workflows and where they change process design. Experience working in a co-delivery model with a consulting prime.