ServiceNow Business Consultant - Bangalore, India

DysrupIT Pty; Bengaluru; On-site; INR 2,400,000 - 3,600,000; Full time

Job summary

DysrupIT Pty in Bengaluru is seeking a seasoned Business Process Consultant to bridge a six-month backlog into a clear delivery plan for ITSM initiatives, owning intake, refinement, and prioritization to produce well-formed, estimable work for the development team.

You will define velocity metrics, oversee UAT orchestration, and collaborate daily with the client’s platform architect and operations lead to ensure predictable delivery and measurable outcomes.

Qualifications

• 9–12 years in relevant roles, including 6+ years in ServiceNow BA/process consulting.
• Ownership of large ITSM backlogs with intake, prioritization, and refinement discipline.
• Strong knowledge of ServiceNow ITSM data model and configuration to write actionable stories.
• ITIL v4 Foundation or higher; ServiceNow CSA preferred.
• Experience defining delivery metrics and presenting them to client leadership.
• Excellent facilitation and written communication; stories and status reporting as engagement records.

Responsibilities

• Backlog mastery: inventory, classify, and prioritize backlog within 30 days.
• Requirements engineering: convert demand into refined stories with acceptance criteria.
• Process consulting: map current ITSM processes and quantify improvements.
• Velocity & reporting: publish sprint velocity and quality metrics; manage data for status narratives.
• UAT orchestration: design and run UAT with client stakeholders; protect releases from scope/quality surprises.
• Stakeholder management: daily collaboration with client operational lead and platform architect.

Skills

ServiceNow ITSM

Backlog management

Requirements engineering

Facilitation

Stakeholder management

Job description

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.