Senior ServiceNow Functional Consultant & Business Analyst

Atturra; Canberra; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Professional development

Mental health support

Parental leave

Employee referral program

Job summary

Atturra is seeking an experienced Functional Consultant / Business Analyst to join our ServiceNow practice in Canberra. The role focuses on engaging with customers and stakeholders to understand problems, shape requirements, and backlog delivery-ready items.

You'll translate needs into user stories, acceptance criteria and design solutions, guiding teams through discovery, design, build, validation and transition while emphasising native ServiceNow capabilities and minimal customization.

Qualifications

• Senior-level experience in a ServiceNow functional consulting, business analysis or closely related customer-facing delivery role.
• At least 5 years of relevant ServiceNow implementation, functional consulting, business analysis or platform-delivery experience.
• Demonstrated experience eliciting, analysing, documenting and validating business and functional requirements.
• Demonstrated experience writing high-quality user stories and clear, testable acceptance criteria.
• Practical experience establishing, refining, prioritising and maintaining delivery backlogs in Agile or hybrid delivery environments.
• Strong experience preparing and leading end-to-end customer workshops, including discovery, requirements, process design, validation and solution playback.
• Experience delivering customer demonstrations, showcases or solution playbacks and incorporating feedback into requirements and backlog items.
• Strong stakeholder-management, facilitation, presentation and written communication skills, including the ability to manage conflicting viewpoints and guide decisions.
• Proficient ServiceNow platform knowledge to shape requirements toward native capability and explain the implications of configuration, customisation and design choices.
• Practical knowledge of ServiceNow forms, workflows and Flow Designer, Playbooks, service catalogues and portal or user‑experience design.
• Ability to collaborate effectively with product owners, project managers, architects, developers, technical consultants, testers and customer stakeholders.
• Pragmatic judgement, attention to detail and a strong focus on traceability, maintainability, usability and customer outcomes.

Responsibilities

• Lead or participate in discovery, requirements workshops, and design sessions.
• Translate requirements into epics, features and user stories with acceptance criteria.
• Maintain product and delivery backlog and ensure alignment with business outcomes.
• Support testing and customer acceptance, clarifying requirements and resolving defects.
• Collaborate with architects, developers and testers to ensure feasible, scalable solutions.
• Guide stakeholders on ServiceNow native capabilities and design choices.

Job description

Atturra is seeking an experienced Functional Consultant / Business Analyst to join our ServiceNow practice in Canberra. The role focuses on engaging with customers and stakeholders to understand problems, shape requirements, and backlog delivery-ready items.

You'll translate needs into user stories, acceptance criteria and design solutions, guiding teams through discovery, design, build, validation and transition while emphasising native ServiceNow capabilities and minimal customization.