ServiceNow Business Analyst

* ServiceNow Business Analyst for large-scale Government portfolio * Sydney based 6 month contract with potential extension and WFH hybrid paying up to $950 plus Super per day * Enterprise wide and recent ServiceNow and ITSM experience is mandatory

About the Role

An exciting opportunity exists for an experienced Senior Business Analyst to join a leading NSW Government organisation undertaking a significant enterprise technology transformation. Working within a complex stakeholder environment, you will play a key role in delivering ServiceNow initiatives, partnering with business and technical teams to define requirements, improve business processes, and support the successful implementation and integration of ServiceNow solutions.

This role is ideal for a Senior Business Analyst with strong ServiceNow implementation or integration experience, combined with a solid background in IT Service Management (ITSM) and enterprise business analysis.

Key Responsibilities

• Lead business analysis activities across complex ServiceNow implementation and enhancement projects.
• Elicit, analyse, validate and document business, functional and non-functional requirements.
• Facilitate workshops with business stakeholders, SMEs, technical teams and vendors to capture business needs and define future-state solutions.
• Analyse and document current and future state business processes using recognised modelling techniques (BPMN, process maps, workflows).
• Translate business requirements into detailed functional specifications, user stories and acceptance criteria.
• Work closely with Solution Architects, Developers, ServiceNow Administrators and Project Managers throughout the delivery lifecycle.
• Support ServiceNow platform implementations, integrations and continuous improvement initiatives.
• Conduct gap analysis, impact assessments and business process optimisation activities.
• Support solution design by ensuring business requirements align with organisational objectives and technical capabilities.
• Contribute to testing activities including test planning, UAT coordination and defect management.
• Assist with change management activities, training material development and business readiness.
• Build strong relationships across multiple business units and provide trusted advice to senior stakeholders.
• Ensure project documentation is maintained to a high standard in accordance with governance requirements.

Essential Skills & Experience

• Demonstrated experience as a Senior Business Analyst delivering enterprise technology projects within large, complex organisations.
• Extensive experience working with ServiceNow, particularly implementation, platform enhancements or system integration projects.
• Strong understanding of IT Service Management (ITSM) processes including Incident, Problem, Change, Request, Knowledge and Asset Management.
• Proven ability to gather, analyse and document complex business and technical requirements.
• Experience facilitating stakeholder workshops and managing competing stakeholder priorities.
• Strong business process analysis, process mapping and process improvement capabilities.
• Experience producing high-quality business analysis artefacts including:
  • Business Requirements Documents (BRDs)
  • Functional Specifications
  • User Stories
  • Process Maps
  • Use Cases
  • Data Flow Diagrams
  • Business Rules
  • Acceptance Criteria
• Excellent stakeholder engagement and communication skills with the ability to influence senior executives and technical teams.
• Experience supporting Agile, Waterfall or hybrid delivery methodologies.
• Strong analytical, problem-solving and decision-making skills.

Highly Desirable

• Experience delivering ServiceNow ITSM implementations.
• Exposure to ServiceNow modules such as ITOM, ITAM, CMDB, CSM, PSDS, HRSD or SPM.
• Experience with ServiceNow integrations using APIs, middleware or third-party platforms.
• Understanding of ITIL best practices and IT service management frameworks.
• Experience working within NSW Government or other large public sector organisations.
• Business Analysis certification (IIBA CBAP, CCBA or equivalent).
• ITIL Foundation certification.
• Experience using Jira, Confluence, Azure DevOps or similar project management tools.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Lachlan Mitrovich on 02 8289 3173 for a confidential discussion.