ServiceNow Business Consultant

📋 Description

• Take ownership of the ITSM backlog and prioritize work with baseline burn-down.
• Transform demand into clear, estimable user stories with criteria.
• Lead backlog refinement with client process owners and teams.
• Assess current-state ITSM processes and define measurable improvements.
• Publish delivery metrics and translate performance for leadership.
• Own data for status reporting and ensure credible narratives.

🎯 Requirements

• 9–12 years of relevant experience, incl. 6+ years in ServiceNow/ITSM.
• Experience managing large enterprise ITSM backlogs and governance.
• Strong ServiceNow ITSM data model knowledge; translate requirements to stories.
• ITIL v4 Foundation; CSA certification preferred.
• Proven ability to monitor delivery metrics (velocity, throughput, defect escape).
• Excellent facilitation, stakeholder mgmt, and documentation skills.

🎁 Benefits

• High-impact ITSM transformation engagement.
• Exposure to enterprise backlog management and platform initiatives.
• Opportunity to work with senior stakeholders and establish trusted-advisor relationships.
• Exposure to AI-assisted ITSM capabilities.