Role Overview :

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.

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.

- 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 skills.

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.