ServiceNow Business Analyst

* ServiceNow Business Analyst for large-scale Higher Education portfolio * Sydney based 6 month contract (potential extension) paying up to $950 plus Super per day * 5+ years ServiceNow Implementation and CMDB experience is required

Key Responsibilities

• Lead the design and implementation of CMDB governance frameworks, including defining scalable operating models, processes, and controls to ensure ongoing data integrity and platform maturity
• Facilitate and drive CSDM alignment workshops, guiding stakeholders through service modelling, adoption of best practices, and alignment to organisational objectives
• Translate governance standards, policies, and architectural principles into clear, actionable ServiceNow configuration and functional requirements
• Own the end-to-end Configuration Item (CI) lifecycle, including definition, onboarding, maintenance, and retirement processes, ensuring alignment with enterprise standards
• Define and document Discovery and Service Mapping onboarding requirements, particularly across AWS and hybrid cloud environments, ensuring accurate and automated CMDB population
• Design and maintain service models, including business, application, and technical services, with clear ownership mappings aligned to CSDM
• Coordinate integration and alignment between ServiceNow and observability platforms (e.g. New Relic), ensuring consistency between monitoring and CMDB data models
• Develop and implement data quality frameworks, including KPIs, dashboards, and reporting to track CMDB health and drive continuous improvement
• Facilitate cross-functional workshops with stakeholders across Infrastructure, Cloud, EUC, and Service Ownership teams to drive consensus and adoption
• Produce high-quality functional design documents, user stories, process flows, and configuration specifications
• Support User Acceptance Testing (UAT), including test planning, defect management, and validation of business requirements
• Lead operational handover activities, ensuring documentation, training, and support models are in place for BAU teams
• Contribute to continuous improvement initiatives across ServiceNow platform capabilities, particularly in CMDB, Discovery, and Service Mapping

Required Skills & Expertise

ServiceNow Expertise (Mandatory)

• 5+ years of hands-on experience delivering ServiceNow implementations or enhancements, with a strong focus on CMDB and platform data models
• Deep understanding of CMDB architecture, including data models, class structures, relationships, and best practices for scalability
• Proven experience delivering CSDM-aligned implementations, including service modelling and organisational adoption
• Practical experience with Service Mapping and dependency mapping concepts
• Strong understanding of ServiceNow Discovery, including patterns, probes, and cloud discovery capabilities
• Demonstrated experience designing and implementing CI lifecycle governance frameworks

Technical Knowledge

• Solid understanding of AWS cloud architecture, including core services and how cloud resources are represented within CMDB
• Familiarity with observability and monitoring tools (preferably New Relic) and their integration with ServiceNow
• Experience with integration patterns, including REST/SOAP APIs, middleware, and connector-based integrations
• Understanding of data governance, data modelling, and metadata management principles
• Awareness of enterprise architecture concepts and how they relate to service modelling and CMDB design

Governance & Strategy

• Experience designing and implementing CMDB operating models, including governance forums, policies, and controls
• Strong capability in defining RACI matrices and ownership frameworks across complex organisations
• Experience establishing and managing data quality management frameworks, including metrics, thresholds, and remediation processes
• Working knowledge of ITIL v4 practices, particularly Service Configuration Management, Change Enablement, and Service Design

Analytical & Leadership Capability

• Excellent stakeholder engagement and facilitation skills, with the ability to drive alignment across technical and non-technical audiences
• Strong analytical thinking, with the ability to translate complex technical concepts into clear business outcomes
• Experience leading or contributing to CMDB remediation or transformation initiatives
• Ability to influence and guide stakeholders in adopting governance and best practices
• Experience working in large, complex enterprise environments (higher education or similarly structured organisations highly regarded)

Experience Requirements

• Proven delivery of at least one enterprise-scale CMDB remediation or uplift initiative
• Demonstrated experience delivering a CSDM-aligned service model into production
• Track record of improving CMDB data quality, including reducing CI duplication/volume and improving KPI performance
• Experience integrating or aligning CMDB with observability/monitoring platforms
• Strong experience working with cross-functional teams, including infrastructure, cloud, service management, and application teams
• Experience working within Agile, hybrid, or waterfall delivery environments

Desirable (Nice to Have)

• ServiceNow certifications (e.g. CSA, CIS–Discovery, CIS–Service Mapping)
• Experience with multi-cloud or hybrid environments
• Exposure to enterprise architecture frameworks or tooling
• Experience contributing to platform roadmaps or strategic uplift programs

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.