ServiceNow Business Consultant

This is a fully remote position, open to applicants in India.

📋 Description

• Take ownership of the intake, refinement, and prioritization of the client's ITSM backlog.

• Within the first 30 days, inventory, classify, and prioritize the existing backlog based on size, age, module, and business impact.

• Establish a baseline for backlog burn-down.

• Transform raw demand into polished stories complete with acceptance criteria.

• Facilitate refinement sessions with client process owners.

• Map out current-state ITSM processes.

• Identify and quantify process enhancements for the POD to implement alongside backlog tasks.

• Define and publish metrics on sprint velocity, commitment reliability, and quality.

• Manage the data that supports the weekly client status narrative.

• Design and execute the UAT process with client stakeholders.

• Safeguard releases from unexpected scope and quality issues.

• Collaborate daily with the client's operational lead and platform architect.

• Develop a trusted-advisor relationship with the client.

⛳️ Requirements

• 9–12 years of relevant experience, including over 6 years in ServiceNow business analysis or process consulting roles.

• Proven ownership of extensive ITSM backlogs, including intake models, prioritization frameworks, and refinement processes at an enterprise level.

• Strong working knowledge of the ServiceNow ITSM data model and configuration concepts, enabling the writing of implementable stories.

• ITIL v4 Foundation certification or higher is required.

• ServiceNow CSA certification is preferred.

• Experience in defining delivery metrics such as velocity, throughput, and defect escape rate, and presenting these to client leadership.

• Excellent facilitation skills and written communication abilities.

• Preferred experience in regulated industries such as medical devices, pharmaceuticals, or healthcare.

• Familiarity with Now Assist or AI-assisted ITSM workflows is preferred.

• Experience in a co-delivery model alongside a consulting prime is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness programs.

• Opportunities for professional growth and development.

• Flexible work arrangements to promote work-life balance.