ServiceNow Now Assist BA — AI-Driven Workflow Analyst

Svitla Systems, Inc.; Sydney; On-site; AUD 110,000 - 140,000; Full time

Job summary

Svitla Systems, Inc. in Australia is seeking a ServiceNow Business Analyst for the Now Assist implementation for a 6-month engagement, full-time (40 hours per week).

The analyst will collaborate with the ServiceNow Architect, Technical Consultants, and SMEs to gather requirements and translate them into technical specs. Based in Sydney, the role focuses on documenting current and future-state processes, supporting module configurations (ITSM, Knowledge, Service Catalogue), and driving AI-enabled

Qualifications

• 3–5 years of experience as a Business Analyst in ITSM or enterprise workflow environments.
• Strong understanding of ServiceNow capabilities, particularly Now Assist and AI-driven modules.
• Understanding of translating business problems into functional requirements and user stories.
• Experience working with ITIL-based processes and digital service management.

Responsibilities

• Partner with business stakeholders, SMEs, and the ServiceNow team to gather, validate, and document functional and non-functional requirements.
• Work closely with the ServiceNow Architect to align solution designs with organizational goals and Now Assist capabilities.
• Facilitate workshops and discovery sessions to capture requirements for AI-driven use cases, automation, and service optimization.
• Document current state and future-state processes, data flows, and use cases.
• Support the definition and configuration of ServiceNow modules such as ITSM, Knowledge, and Service Catalogue as part of the Now Assist rollout.
• Develop detailed user stories, acceptance criteria, and test case documentation.
• Assist in UAT planning and execution, ensuring delivered solutions meet business expectations.
• Collaborate with development and testing teams to clarify requirements and validate outcomes.
• Track business metrics and success measures for Now Assist adoption and value realization.
• Communicate progress and risks to stakeholders through structured reporting and governance channels.

Skills

ServiceNow

Business Analysis

ITIL

Agile Methodologies

Jira/Confluence

Stakeholder Management

Process Modeling

Now Assist

Tools

BPMN/Visio

Job description

Svitla Systems, Inc. in Australia is seeking a ServiceNow Business Analyst for the Now Assist implementation for a 6-month engagement, full-time (40 hours per week).

The analyst will collaborate with the ServiceNow Architect, Technical Consultants, and SMEs to gather requirements and translate them into technical specs. Based in Sydney, the role focuses on documenting current and future-state processes, supporting module configurations (ITSM, Knowledge, Service Catalogue), and driving AI-enabled