ServiceNow Process Leader & Senior Business Analyst

A23 Pty Ltd

Canberra

On-site

AUD 120,000 - 180,000

Full time

3 days ago

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Job summary

a23 is seeking an experienced ServiceNow Process Manager / Technical Business Analyst to lead design, optimization, governance, and continual improvement of business processes on the ServiceNow SaaS platform. You will act as a trusted advisor between business stakeholders, developers, architects, and vendors to ensure alignment with enterprise standards and best practices.

The role requires deep expertise in ITSM, ITOM, CSM, workflow automation, and enterprise service management, with strong

Qualifications

Minimum 5-10 years' experience in Business Analysis, Process Management, Service Management, or ServiceNow consulting roles.
Extensive hands-on experience with the ServiceNow SaaS platform and enterprise implementations.
Strong knowledge of ServiceNow architecture, workflows, integrations, automation, and platform governance.
Demonstrated experience in process optimisation, service redesign, and digital transformation programs.
Experience translating complex business requirements into practical ServiceNow solutions.
Strong understanding of Agile, Scrum, SAFe, and traditional project delivery methodologies.
Excellent communication, stakeholder engagement, facilitation, and influencing skills.
Candidates must hold an active NV1 security clearance.

Responsibilities

Lead process discovery, analysis, and redesign initiatives across enterprise services.
Facilitate workshops to capture business requirements, pain points, and future-state processes.
Develop and maintain process models, service blueprints, operating procedures, and governance frameworks.
Identify automation opportunities and drive continual service improvement initiatives.
Ensure alignment with ITIL, Enterprise Service Management (ESM), and department’s governance standards.
Gather, analyse, and document complex business and technical requirements.
Produce user stories, functional specifications, workflow designs, process maps, and acceptance criteria.
Perform fit-gap analysis and recommend ServiceNow-based solutions that maximise platform capability.
Support backlog prioritisation, roadmap planning, release management, and benefits realisation activities.
Collaborate with developers and architects to design scalable, maintainable, and compliant solutions.
Ensure adherence to platform governance, security, and data management standards.