Service Now Business Analyst

Milestone IT (Milestone Information Technology); Melbourne; Presencial; AUD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Milestone IT, on behalf of a global retail client, seeks a Business Analyst to join the Service Delivery Team in Melbourne. You will translate business needs into IT requirements and help optimise service delivery processes.

You will collaborate with stakeholders, conduct workshops, and drive ITIL-aligned improvements across projects, ensuring solutions meet evolving customer needs.

Formación

• Bachelor's degree in Business, IT or related field.
• Experience as a Business Analyst in IT service delivery.
• Strong ITIL/ITSM knowledge.
• Excellent analytical, problem-solving, and communication skills.

Responsabilidades

• Collaborate with stakeholders to gather and analyze requirements related to IT service delivery.
• Conduct stakeholder interviews, workshops, and analyses to elicit clear requirements.
• Translate business requirements into functional specifications and user stories for IT systems and processes.
• Work with technical teams to ensure alignment between business needs and technical solutions.
• Identify opportunities for process optimisation, automation, and efficiency improvements within the Service Delivery Team.
• Support the implementation and rollout of new IT service delivery initiatives and enhancements.
• Provide ongoing support and guidance to stakeholders throughout the project lifecycle.

Conocimientos

Analytical thinking

Problem solving

Communication skills

Stakeholder collaboration

ITIL/ITSM knowledge

Agile familiarity

Educación

Bachelor’s degree in Business Administration, Information Technology, or related field

Herramientas

Agile methodologies

Descripción del empleo

Job Description

Milestone IT is a premier recruitment agency specializing in connecting top talent with leading companies across various industries. We are currently partnered with a prominent retail chain, recognized globally for its innovative approach and commitment to excellence. Our client is seeking a talented Business Analyst to join their Service Delivery Team and play a key role in enhancing the delivery of IT services to meet the evolving needs of their customers.

Position Overview

As a Business Analyst within the Service Delivery Team, you will work closely with stakeholders to understand business requirements, identify opportunities for improvement, and drive initiatives to enhance service delivery processes and systems. You will leverage your analytical skills and business acumen to bridge the gap between business objectives and technical solutions, ultimately contributing to the success of our client’s IT service operations.

Key Responsibilities

1. Collaborate with stakeholders to gather and analyze business requirements related to IT service delivery.


2. Conduct stakeholder interviews, workshops, and analyses to elicit and document clear and actionable requirements.


3. Translate business requirements into functional specifications and user stories for IT systems and processes.


4. Work closely with technical teams to ensure alignment between business needs and technical solutions.


5. Identify opportunities for process optimisation, automation, and efficiency improvements within the Service Delivery Team.


6. Support the implementation and rollout of new IT service delivery initiatives and enhancements.


7. Provide ongoing support and guidance to stakeholders throughout the project lifecycle.

Qualifications

1. Bachelor’s degree in Business Administration, Information Technology, or related field.


2. Proven experience as a Business Analyst, preferably within the IT service delivery domain.


3. Strong understanding of ITIL framework and IT service management principles.


4. Excellent analytical, problem-solving, and communication skills.


5. Experience with requirements gathering, process modeling, and documentation techniques.


6. Ability to collaborate effectively with cross-functional teams and stakeholders at all levels.


7. Familiarity with Agile methodologies and tools is a plus.


8. Retail industry experience is advantageous but not required.

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