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. De