Senior ServiceNow Business Analyst

We have an exciting opportunity for an experienced ServiceNow Specialist (BA / Process) to join a newly formed team for one of our key clients.

About the Opportunity
Advance Thinking delivers high-impact enterprise technology and process improvement outcomes for a growing portfolio of Australian businesses. We work as a trusted delivery partner, embedding skilled consultants directly into our clients' teams to design, build, and optimise the platforms that genuinely improve how their organisations operate.
We have an exciting opportunity for an experienced ServiceNow Specialist (BA / Process) to join a newly formed team for one of our key enterprise clients.
You will initially engage on a 5-month contract through Advance Thinking, driving key delivery outcomes, with a structured pathway to transition into a permanent position directly with our client.
In this role, you will act as the critical bridge between business stakeholders, process owners, and technical developers. You will drive requirements definition, manage platform demand, and facilitate continuous process improvement across ITSM, ITOM, HRSD, and IRM. This provides the immediate speed and flexibility of a contract engagement, backed by the long term security of a permanent internal role with a leading utilities organisation.
The Role
Representing Advance Thinking during your initial contract, you will play a pivotal role in shaping how business needs are captured, refined, and delivered on the ServiceNow platform.
You will balance business analysis, requirements management, Agile backlog facilitation, User Acceptance Testing (UAT), and platform governance.
Key Responsibilities

• Business Engagement & Discovery: Partner with business stakeholders across the enterprise to facilitate workshops, analyse end to end business processes, and translate needs into high quality business requirements, user stories, and acceptance criteria.
• Process Optimisation & Governance: Identify opportunities to simplify, standardise, and automate business processes while maintaining platform architectural standards and data integrity across ITSM, ITOM, HRSD, and IRM.
• Demand & Backlog Management: Manage the intake, assessment, and prioritisation of platform requests and enhancements. Facilitate Agile ceremonies including backlog refinement, sprint planning, and daily stand ups.
• Testing & Quality Assurance: Create test plans and cases, coordinate User Acceptance Testing (UAT), triage defects with developers, and validate delivered functionality against business requirements.
• Developer Collaboration: Partner closely with ServiceNow developers and technical leads throughout the delivery lifecycle to clarify technical requirements and validate business outcomes.
• Continuous Improvement: Maintain platform documentation and provide regular reporting and insights on demand health, backlog status, and delivery metrics.

Key Delivery Areas
The role will involve process design, business analysis, and delivery across the following core capability areas:

• Requirements & Story Definition: Gathering complex business needs and writing clear, developer ready user stories with definitive acceptance criteria.
• Demand Pipeline & Backlog Governance: Intake triage, backlog refinement, sprint planning, and prioritisation across the Enterprise Services portfolio.
• Testing & Outcome Validation: End to end UAT execution, defect resolution, and business verification prior to production release.
• Process Simplification & Standardisation: Applying process improvement methodologies to eliminate waste and standardise workflows across ITSM, ITOM, HRSD, IRM, and Service Catalogue.

About You
You are an experienced ServiceNow Business Analyst / Process Specialist with a strong background working in complex enterprise environments.
Key Experience & Attributes

• ServiceNow BA Expertise: Minimum 3 years of hands on experience in a ServiceNow environment gathering requirements, writing user stories, and managing enhancements.
• Agile Delivery: Strong understanding of Agile delivery frameworks, backlog management, demand triage, and running sprint ceremonies.
• Continuous Improvement Mindset: Proven track record of evaluating business processes to simplify workflows and eliminate operational waste. Lean Six Sigma Green Belt (or similar process improvement certification) is highly regarded.
• Testing & QA: Solid experience creating test plans, coordinating UAT with business users, and managing defect lifecycles.
• Stakeholder Influence: Exceptional analytical, written, and verbal communication skills with the ability to build trust and influence stakeholders across business and IT domains.

Certifications & Technical Qualifications

• Certifications: ServiceNow Certified System Administrator (CSA) required. ServiceNow Certified Implementation Specialist (CIS) in ITSM, ITOM, HRSD, or IRM advantageous.
• Platform & Data Knowledge: Strong understanding of core ServiceNow modules (ITSM, ITOM, HRSD, IRM), platform data models, table relationships, and configuration capabilities.

What's on Offer

• Career Pathway: Initial 5 month contract via Advance Thinking with a direct, structured pathway to transition into a permanent role with the client.
• Hybrid Working: Flexible Melbourne hybrid working model.
• Competitive Remuneration: Strong daily contract rate, transitioning to a competitive permanent salary package upon conversion.
• Strategic Role: Direct influence over platform demand, governance, and process maturity across a critical infrastructure business.
• Broad Enterprise Scope: Exposure across diverse functional business units and multi module ServiceNow environments (ITSM, ITOM, HRSD, IRM)