ServiceNow Implementation BA — Elevate IT Service Delivery

Milestone IT (Milestone Information Technology); Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Milestone IT is seeking a Business Analyst to join the client’s Service Delivery Team in Melbourne, focusing on ServiceNow implementations. You will gather requirements, model processes, and bridge business needs with technical solutions to improve IT services delivery.

The role requires strong analytical and communication skills, familiarity with ITIL, and experience translating requirements into actionable user stories for IT systems.

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or related field.
• Proven experience as a Business Analyst, preferably in IT service delivery.
• Strong understanding of ITIL framework and IT service management principles.

Responsibilities

• Collaborate with stakeholders to gather and analyze business requirements related to IT service delivery.
• Conduct stakeholder interviews, workshops, and analyses to elicit and document clear and actionable requirements.
• Translate business requirements into functional specifications and user stories for IT systems and processes.
• Work closely with technical teams to ensure alignment between business needs and technical solutions.
• Identify opportunities for process optimization, 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.

Skills

ITIL

Stakeholder management

Requirements gathering

Process modeling

Agile methodologies

Communication skills

ServiceNow

Education

Bachelor’s degree in Business Administration or Information Technology

Tools

ServiceNow

Job description

Milestone IT is seeking a Business Analyst to join the client’s Service Delivery Team in Melbourne, focusing on ServiceNow implementations. You will gather requirements, model processes, and bridge business needs with technical solutions to improve IT services delivery.

The role requires strong analytical and communication skills, familiarity with ITIL, and experience translating requirements into actionable user stories for IT systems.