ServiceNow Business Analyst

15 hours ago

Sydney, New South Wales, Australia Svitla Systems, Inc. Full time $80,000 - $120,000 per year

Role Overview:

The ServiceNow Business Analyst will support the rollout of Now Assist and associated ServiceNow enhancements by collaborating closely with the ServiceNow Architect, Technical Consultants, and Subject Matter Experts (SMEs). The role is responsible for gathering and documenting business requirements, mapping processes, and assisting in translating functional needs into technical specifications for the development team. The ideal candidate will have strong analytical skills, familiarity with ServiceNow modules, and experience in digital workflow or AI-enabled solution delivery.

Key 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.

Required Skills and Experience:


• 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.


• Ability to translate business problems into functional requirements and user stories.


• Experience working with ITIL-based processes and digital service management.


• Excellent documentation and process modelling skills (BPMN, Visio, or equivalent tools).


• Strong stakeholder management and communication abilities across technical and business teams.


• Familiarity with Agile delivery frameworks and Jira/Confluence for requirement tracking.

Desirable Attributes:


• Experience contributing to AI or generative AI-based initiatives within enterprise platforms.


• ServiceNow Certified Business Analyst or ITSM Fundamentals certification.


• Exposure to CMDB, Service Catalogue, Knowledge Management, or Virtual Agent features.


• Analytical mindset with an interest in workflow optimization and process automation.

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