ServiceNow Business Consultant

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a ServiceNow Business Consultant based in India. This role sits at the intersection of business process consulting, ServiceNow ITSM, and delivery management. You will bring structure to a complex backlog, transforming accumulated stories, enhancements, and incidents into prioritized, actionable work. The role combines requirements engineering with process improvement, stakeholder management, and delivery governance. You will work closely with client process owners, operational leaders, and platform architects to create predictable execution and measurable outcomes. A key part of the role is establishing meaningful delivery metrics and using them to communicate progress clearly to leadership. This is an opportunity for an experienced ServiceNow professional to become a trusted advisor while directly improving ITSM processes and delivery performance. Take ownership of the existing ITSM backlog by inventorying, classifying, and prioritizing work based on size, age, module, business impact, and urgency, while establishing an initial burn-down baseline. Transform raw business demand into clear, well-formed, estimable user stories with defined acceptance criteria and implementation-ready requirements. Lead backlog refinement sessions with client process owners and ensure development teams have a consistent, prioritized pipeline of actionable work. Assess current-state ITSM processes, identify operational gaps, and define measurable improvements that can be delivered alongside backlog execution. Establish and publish delivery metrics including sprint velocity, throughput, commitment reliability, defect escape rate, and other quality indicators. Own the underlying data used for weekly client status reporting and translate delivery performance into clear, credible narratives for stakeholders and leadership. Design, coordinate, and manage the User Acceptance Testing (UAT) process with client stakeholders, ensuring releases meet agreed requirements and quality expectations. Protect releases from scope gaps, unclear requirements, and quality surprises by maintaining strong requirements and validation practices. Partner closely with the client's operational leadership and platform architecture stakeholders to understand priorities, resolve issues, and maintain alignment. Build a strong trusted-advisor relationship through effective communication, facilitation, transparency, and consistent delivery. Requirements 9–12 years of relevant professional experience, including at least 6 years in ServiceNow business analysis, business process consulting, or related ITSM roles. Demonstrated experience managing large-scale enterprise ITSM backlogs, including intake models, prioritization frameworks, backlog governance, and refinement processes. Strong working knowledge of the ServiceNow ITSM data model and configuration concepts, with the ability to translate business requirements into implementable technical stories. ITIL v4 Foundation certification or higher is required; ServiceNow Certified System Administrator (CSA) certification is preferred. Proven experience defining and monitoring delivery metrics such as velocity, throughput, commitment reliability, and defect escape rates. Ability to present operational and delivery metrics clearly to client leadership and translate data into actionable recommendations. Excellent facilitation, stakeholder management, written communication, and requirements documentation skills. Strong ability to collaborate with process owners, developers, architects, operational leaders, and consulting stakeholders. Experience in regulated industries such as medical devices, pharmaceuticals, or healthcare is an advantage. Familiarity with Now Assist and AI-assisted ITSM workflows, including their potential impact on process design, is preferred. Experience working within a co-delivery model alongs