ServiceNow Business Consultant
At DysrupIT · Bangalore, Karnataka, India
- Full-time
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“Bangalore, Karnataka, India”
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- Posted
- 23 October 2026
- First seen by us
- 24 October 2026
- Last checked
- 17 hours ago
Job description
From DysrupIT’s job post, as they wrote it.
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.
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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.
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