ServiceNow Process Manager / Technical Business Analyst
A23 Pty Ltd
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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.
Skills
Tools
Job description
a23 is an Australian owned Systems Integrator headquartered in Canberra. We provide specialist ICT services across diverse technologies and are recognised as a valued strategic partner for Government and private sector organisations. a23 has grown to become a prominent strategic partner, focused on servicing the needs of small to medium-sized agencies to deliver quality outcomes through expert people, great relationships, and fit-for-purpose technologies.
Why work for a23?
a23 is a well-established Australian technology company experiencing strong growth, fuelled by rising demand for our expertise in Cyber Security, Networking, Cloud, Data and AI, and Hybrid Cloud. We bring the agility and innovation of a start-up backed by the maturity, credibility, and delivery assurance of an established market leader.
Our teams deliver secure, scalable solution to government and enterprise client, blending deep technical capability with a client-first culture. Whether enabling AI-driven insights, transforming hybrid infrastructure, or securing mission-critical environments, a23 is trusted to deliver at a national scale.
We offer a collaborative and flexible working environment alongside a range of employee benefits such as an annual wellbeing allowance. For more information, seeOur Careers - A23.
We are seeking an experienced ServiceNow Process Manager / Technical Business Analyst to lead the design, optimisation, governance, and continual improvement of business processes delivered through the ServiceNow SaaS platform. This role requires deep business analysis expertise with advanced knowledge of ServiceNow capabilities to drive digital transformation, improve service outcomes, and maximise platform value across the department. The successful candidate will act as a trusted advisor between business stakeholders, process owners, developers, architects, and vendors to ensure ServiceNow solutions align with business objectives, enterprise architecture standards, and industry best practices. This role requires deep expertise in ServiceNow platform capabilities, IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Customer Service Management (CSM), workflow automation, and enterprise service management.
- 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.
- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- Customer Service Management (CSM)
- Service Catalog
- Flow Designer
- System Integrations
- Performance Analytics
- CMDB and Common Service Data Model (CSDM)
Collaborate with developers and architects to design scalable, maintainable, and compliant solutions.
Ensure adherence to platform governance, security, and data management standards.
- 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.
- Proven capability working with executive stakeholders and multidisciplinary technical teams.
- Candidates must hold an active NV1 security clearance.
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