ServiceNow Business Consultant

About the role

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.

What you'll do

• 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

What you need

• ServiceNow
• Business analysis

Good to have

• ITIL