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Business Analyst

2 days ago

Brisbane, Queensland, Australia Davidson Full time
ServiceNow / ITSM Business Analyst - Large National NFP

Hybrid | Brisbane | Day Rate Contract | Meaningful Work in a Purpose-Driven Organisation

A leading national not-for-profit organisation is embarking on a major uplift of its IT Service Management capability and ServiceNow platform. We are seeking an experienced ServiceNow / ITSM Business Analyst to join the ICT team and play a pivotal role in shaping the future of service operations across a large, complex, people-focused environment.

If you're a BA who thrives in structured analysis, service improvement, process mapping and translating real business needs into actionable ServiceNow requirements, this is an opportunity to make a huge impact within an organisation that truly changes lives.

Why You'll Love This Role
  • Work for a mission-driven NFP creating meaningful outcomes for communities across Australia
  • Contribute directly to an organisation-wide ServiceNow uplift and modernisation
  • Hybrid working environment with a supportive, collaborative team
  • Work across business, technology, operations, and service management
  • Deliver work that directly improves service experience for thousands of end users
What You'll Be Doing

As the ServiceNow / ITSM Business Analyst, you will:

  • Analyse and document As-Is ITSM processes, SOPs and service workflows
  • Design To-Be processes aligned to ServiceNow best practice
  • Develop detailed, traceable functional and non-functional requirements using Azure DevOps
  • Produce ITSM-aligned SOPs, work instructions, RACI diagrams and process documentation
  • Support ServiceNow configuration by ensuring requirements are clear, testable and structured
  • Facilitate workshops with ICT, vendors and business stakeholders
  • Support SIT and UAT cycles through test scenario development and requirement validation
  • Work closely with Service Desk, ICT Operations and Solution Architects to ensure operational readiness

You'll be the bridge between business needs and ServiceNow capability-ensuring the platform is configured correctly, processes are improved, and documentation is complete and usable.

What You'll Bring
Essential
  • 5+ years Business Analyst experience in medium-large technology environments
  • Strong exposure to IT Service Management, ITIL frameworks and service operations
  • Demonstrated experience with ServiceNow ITSM (Incident, Request, Change, Knowledge, CMDB or Catalog)
  • High capability in process mapping (BPMN) and process improvement
  • Hands-on experience with Azure DevOps for requirements, traceability and testing
  • Strong documentation skills - SOPs, work instructions, user stories, functional specs
  • Confident workshop facilitator and stakeholder communicator
Desirable
  • ITIL certification
  • Experience in NFP, education or community-focused sectors
  • ServiceNow certification or participation in SN implementation projects
  • Exposure to CRM/ERP/Cloud environments
What's On Offer
  • Work within a values-led, purpose-driven organisation
  • Contribute to a critical ITSM uplift that will transform operational support
  • Hybrid working flexibility (Brisbane HQ)
  • Highly supportive team culture with strong leadership
  • Contract through to mid-2026