ServiceNow Business Consultant

• Own intake, refinement, and prioritization of the client's ITSM backlog
• Inventory, classify, and prioritize the existing backlog by size, age, module, and business impact within the first 30 days
• Establish the backlog burn-down baseline
• Convert raw demand into refined stories with acceptance criteria
• Run refinement sessions with client process owners
• Map current-state ITSM processes
• Identify and quantify process improvements for the POD to deliver alongside backlog work
• Define and publish sprint velocity, commitment reliability, and quality metrics
• Own the data behind the weekly client status narrative
• Design and run the UAT process with client stakeholders
• Protect releases from scope and quality surprises
• Work daily with the client's operational lead and platform architect
• Build a trusted-advisor relationship with the client

• 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
• ITIL v4 Foundation or higher required
• ServiceNow CSA preferred
• Experience defining delivery metrics such as velocity, throughput, and defect escape rate, and presenting them to client leadership
• Excellent facilitation and written communication
• Regulated-industry experience (medical device, pharma, healthcare) preferred
• Exposure to Now Assist / AI-assisted ITSM workflows preferred
• Experience working in a co-delivery model with a consulting prime preferred