ServiceNow ITSM Business Analyst

Wipro; Melbourne; On-site; AUD 140,000 - 180,000; Full time

Job summary

Wipro in Melbourne is seeking an experienced ServiceNow ITSM Business Analyst to work with business stakeholders, process owners, and technical teams to gather requirements and support ServiceNow ITSM delivery. You will translate business needs into functional specifications, write BRDs and user stories, and help shape future-state ITSM processes in line with ITIL best practices.

The role involves workshop facilitation, backlog grooming, sprint planning, UAT support, and ensuring solutions meet

Qualifications

• 10+ years of Business Analysis experience.
• 5+ years of ServiceNow ITSM implementations or enhancements.
• Strong understanding of ITIL processes and ITSM best practices.
• Experience writing user stories, acceptance criteria, process maps, and functional requirements.
• Experience working in Agile and Scrum delivery environments.
• Excellent workshop facilitation and stakeholder management skills.
• Strong communication and documentation capabilities.

Responsibilities

• Conduct workshops and stakeholder interviews to gather business and functional requirements.
• Analyze current-state processes and define future-state ServiceNow-enabled processes.
• Prepare BRDs, User Stories, Process Flows, and Functional Specifications.
• Support implementation and optimization of ITSM processes including: Request Management, Change Enablement, Knowledge Management, Service Catalog.
• Collaborate with ServiceNow Architects, Developers, and Testing teams during design and delivery.
• Facilitate requirement prioritization, backlog grooming, and sprint planning sessions.
• Support User Acceptance Testing (UAT), defect triage, and production deployment activities.
• Provide stakeholder communication, status reporting, and change impact analysis.
• Ensure delivered solutions align with business objectives and ServiceNow best practices.

Skills

Business Analysis

Stakeholder Management

Workshop Facilitation

Requirements Elicitation

Agile/Scrum

Education

Bachelor's degree in related field

ITIL Certification

Tools

ServiceNow ITSM

BRD Writing

User Stories

Job description

We are seeking an experienced ServiceNow ITSM Business Analyst to work closely with business stakeholders, process owners, and technical teams to gather requirements, analyze business processes, and support the delivery of ServiceNow ITSM solutions. The candidate will play a key role in translating business requirements into functional specifications and ensuring successful implementation of ServiceNow best practices.

Key Responsibilities

• Conduct workshops and stakeholder interviews to gather business and functional requirements.
• Analyze current-state processes and define future-state ServiceNow-enabled processes.
• Prepare Business Requirements Documents (BRDs), User Stories, Process Flows, and Functional Specifications.
• Support implementation and optimization of ITSM processes including:
• Request Management
• Change Enablement
• Knowledge Management
• Service Catalog
• Collaborate with ServiceNow Architects, Developers, and Testing teams during design and delivery.
• Facilitate requirement prioritization, backlog grooming, and sprint planning sessions.
• Support User Acceptance Testing (UAT), defect triage, and production deployment activities.
• Provide stakeholder communication, status reporting, and change impact analysis.
• Ensure delivered solutions align with business objectives and ServiceNow best practices.

Required Skills & Experience

• 10+ years of Business Analysis experience.
• 5+ years of experience with ServiceNow ITSM implementations or enhancements.
• Strong understanding of ITIL processes and ITSM best practices.
• Experience writing user stories, acceptance criteria, process maps, and functional requirements.
• Experience working in Agile and Scrum delivery environments.
• Excellent workshop facilitation and stakeholder management skills.
• Strong communication and documentation capabilities.