ServiceNow Business Consultant

DysrupIT Pty; Bengaluru; Presencial; INR 2.800.000 - 5.200.000; Jornada completa

Descripción de la vacante

DysrupIT Pty seeks a Business Process Consultant to bridge a six-month backlog into a coherent delivery plan. You will own intake, refinement, and prioritization of the client’s ITSM backlog, turning a queue of stories, enhancements, and incidents into well-formed, estimable work the development team can burn down predictably.

You will define velocity metrics and publish them for the engagement, design UAT processes with client stakeholders, and collaborate with the client’s operational lead and

Formación

• 9–12 years of relevant experience, including 6+ years in ServiceNow business analysis / process consulting roles.
• Proven 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 (enough to write implementable stories, not just requirements prose).
• 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 — your stories and your status reporting are the engagement’s public record.

Responsabilidades

• 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.

Conocimientos

ITSM backlog management

ServiceNow ITSM

Requirements engineering

ITIL v4 Foundation

Stakeholder management

Facilitation & communication

Backlog refinement

Now Assist / AI-assisted ITSM

Herramientas

ServiceNow

Now Assist

Descripción del empleo

Role Summary

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. You define the velocity metrics by which this engagement will be publicly judged.

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 (enough to write implementable stories, not just requirements prose).
• 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 — your stories and your status reporting are the engagement’s public record.

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.