Role Summary
We are seeking an experienced Technical Business Analyst with strong ServiceNow expertise to support the implementation, enhancement, and optimisation of ServiceNow solutions. You will work closely with business stakeholders, developers, architects, and delivery teams to gather requirements, define technical solutions, and ensure the successful delivery of ServiceNow initiatives across ITSM, ITOM, and ITAM.
Key Responsibilities
- Collaborate with business stakeholders to gather, analyse, and document business and technical requirements.
- Translate business needs into clear, actionable user stories, acceptance criteria, and functional specifications.
- Facilitate workshops, backlog refinement sessions, and requirement prioritisation activities.
- Work closely with ServiceNow developers and architects to ensure requirements are well understood and ready for implementation.
- Create and maintain process flows, business process documentation, and solution documentation.
- Apply ITIL best practices to support the design and enhancement of ServiceNow solutions.
- Identify opportunities to improve business processes and optimise ServiceNow platform capabilities.
- Support Agile delivery by managing backlogs, clarifying requirements, and assisting with sprint planning.
- Participate in solution validation, testing, and user acceptance activities.
- Maintain project documentation and ensure traceability throughout the delivery lifecycle.
Required Skills & Experience
- Proven experience as a Technical Business Analyst working on ServiceNow implementation or enhancement projects.
- Strong hands-on knowledge of ServiceNow, particularly ITSM, ITOM, and ITAM modules.
- Experience gathering, analysing, and documenting complex business and technical requirements.
- Strong experience writing user stories, acceptance criteria, process maps, and functional documentation.
- Solid understanding of ITIL processes and best practices.
- Experience working in Agile delivery environments, including backlog management and sprint refinement.
- Excellent stakeholder engagement, communication, facilitation, and problem-solving skills.
- Ability to collaborate effectively with technical and non-technical teams.
Desirable Skills
- ServiceNow certifications (CSA, CIS-ITSM, CIS-ITOM, CIS-ITAM).
- Experience supporting ServiceNow platform upgrades and enhancements.
- Knowledge of workflow automation and ServiceNow integrations.
- Experience with Azure DevOps, Jira, or other Agile project management tools.
- Understanding of IT governance, change management, and service delivery frameworks.
Technology Stack
- Platform: ServiceNow
- Modules: ITSM, ITOM, ITAM
- Frameworks: ITIL, Agile/Scrum
- Tools: Jira, Azure DevOps, Confluence
- Documentation: User Stories, Acceptance Criteria, Process Mapping, Business Process Modelling
Pay: From $120,000.00 per year
Work Location: Hybrid remote in Perth WA
