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 ServiceNow 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 ServiceNow ITSM data model and configuration concepts (enough to write implementable stories, not just requirements prose).


• ITIL v4 Foundation or higher; ServiceNow 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.