ServiceNow BA

Infosys; City of Melbourne; Hybrid; AUD 151,000 - 171,000; Full time

Benefits offered by this job

Income protection insurance

Parental and volunteer leaves

Employee assistance program (EAP)

Hybrid working arrangements

Health insurance discount & well-being

Gym memberships

Salary packaging

Job summary

Infosys in Sydney is seeking a ServiceNow Business Analyst to lead transformation through ServiceNow platforms. You will gather requirements, document BRDs/FSDs, and work with cross-functional teams and developers to deliver scalable ITSM solutions.

You will support product owners with backlog, roadmap planning, and acceptance testing. The role offers flexible, hybrid working arrangements and opportunities to drive operational efficiency across enterprise platforms.

Qualifications

• Bachelor’s or master’s degree in computer science, information technology, or a related field.
• Partnered with business/operations teams to drive workflow automation and improve service delivery.
• Contributed to change management, user training, and adoption activities within Agile delivery.

Responsibilities

• Elicited, analyzed, and documented business requirements via workshops/interviews.
• Prepared BRDs, FSDs, user stories, acceptance criteria, and process maps.
• Conducted As-Is/To-Be analysis to identify digital transformation opportunities.
• Facilitated cross-functional workshops to align requirements and delivery objectives.
• Collaborated with ServiceNow developers, architects, QA, and stakeholders on scalable solutions.
• Supported Product Owners with backlog management, prioritization, and roadmaps.
• Reviewed test scenarios, validated outcomes, coordinated UAT and releases.
• Developed KPI dashboards and executive reports.

Skills

Business analysis

ServiceNow

Stakeholder workshops

UAT

Backlog management

Education

Bachelor’s or Master’s in CS/IT

Tools

ServiceNow

Job description

About Us

Infosys is a global leader in next-generation digital services and consulting.

We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovative ecosystem.

Recognized as the #1 Top Employer in Australia for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.

Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys

Role Description

Are you passionate about leading transformative technology strategies? We’re looking for a ServiceNow BA to join our team

Location

Sydney, Australia

Salary

AUD 150 742 – 171,215 Annual Gross

Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes

Flexible working arrangements

Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

Roles and Responsibilities

• Elicited, analyzed, and documented business requirements through stakeholder workshops, interviews, and discovery sessions.
• Prepared Business Requirements Documents (BRDs), Functional Specification Documents (FSDs), user stories, acceptance criteria, process flows, and source-to-target mapping documents.
• Conducted As-Is and To-Be process analysis to identify improvement opportunities, streamline workflows, and support digital transformation initiatives.
• Facilitated cross-functional workshops with business, technology, operations, and product teams to align requirements and delivery objectives.
• Managed requirements traceability, change control processes, and ensured alignment between business needs and solution design.
• Collaborated with ServiceNow developers, architects, QA teams, and business stakeholders to design and implement scalable solutions across ITSM and enterprise platforms.
• Supported Product Owners with backlog management, prioritization, roadmap planning, and product discovery activities.
• Reviewed test scenarios, validated solution outcomes, coordinated User Acceptance Testing (UAT), and ensured production readiness.Conducted defect triage and worked with delivery teams to resolve issues and ensure successful releases.
• Developed KPI dashboards and executive reporting to track operational performance and business benefits realization.
• Drove process automation, manual effort reduction, Straight-Through Processing (STP) improvements, and operational efficiency initiatives.
• Supported stakeholder communication, change management, business adoption, and end-user readiness throughout project lifecycles.

Essential

• Bachelor’s or master’s degree in computer science, Information Technology, or a related field

Preferred

• Partnered with business and operations teams to drive workflow automation, reduce manual effort, improve user experience, and enhance service delivery.
• Contributed to change management, user training, stakeholder communication, and adoption activities to ensure successful implementation outcomes.
• Ensured solutions adhered to governance standards, business objectives, and ServiceNow best practices within Agile delivery frameworks.

Additional

• Should have worked in Large Projects
• Excellent customer interfacing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and Problem-solving skills.

Benefits

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

Recruitment and selection process

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Accessibility

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [e-mail] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Recruitment policy

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

Equal Opportunity

“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity em