ServiceNow - Senior Business Analyst

• 6-month fixed-term contract with potential to extend or go permanent
• Join a collaborative ServiceNow team with flexibility, growth & development
• Work on exciting enterprise ServiceNow projects across ITSM & ITOM

Who you'll be working for

At AC3, our purpose is to make technology real and as leaders in secure multi-cloud solutions, we bring that purpose to life for our customers every day.

We're an Australian-owned ICT service provider with teams across Sydney, Melbourne, Brisbane, and Auckland, supporting more than 700 enterprise organisations and over 50% of the NSW State Government.

Our Hybrid Cloud Practice delivers secure, resilient, and high-performing infrastructure services to customers across a range of industries, and our Facilities team plays a critical role in ensuring our data centre operations run smoothly, securely, and efficiently.

Why join us?

What sets us apart is our culture - people here build genuine relationships that go beyond work, and maintaining our supportive, respectful, and collaborative environment is a top priority at AC3.

We're committed to fostering open communication, flexible working arrangements, continuous learning, and providing support through life's changing seasons.

We live by the AC3 Way - Work Wise, Work Humble, and Work Honest.

The role

We are looking for an experienced Senior Business Analyst to join our ServiceNow Practice on an initial 6-month fixed-term contract, with potential for extension or permanent employment for the right candidate.

You will act as the key link between our customers and technical delivery teams, leading requirements gathering, facilitating customer workshops and translating business needs into clear functional requirements and ServiceNow solutions.

You will work closely with Developers, Testers and Solution Architects throughout the implementation lifecycle.

This is a senior role requiring someone who can work autonomously, take ownership and manage multiple ServiceNow projects at the same time.

Location: Sydney preferred, however Melbourne-based candidates will also be considered.

Who are we looking for?

We are looking for an experienced, proactive and customer-focused Senior Business Analyst with 5+ years of ServiceNow implementation experience.

You will be confident leading customer workshops, challenging and clarifying requirements, and working independently across multiple customer engagements.

AC3 is dedicated to growing the representation of women in technology and warmly encourages applications from women, non-binary, and gender diverse people.

What you'll do?

• Lead customer discovery, requirements gathering and solution workshops
• Translate business requirements into User Stories, acceptance criteria and functional requirements
• Manage BA activities across multiple concurrent ServiceNow projects
• Work autonomously and take ownership of BA deliverables
• Work closely with ServiceNow Developers, Testers and Solution Architects
• Support testing and UAT through requirements clarification and acceptance criteria
• Analyse business processes and identify opportunities for improvement
• Act as the key intermediary between customers and technical delivery teams
• Provide functional ServiceNow expertise and recommend best-fit solutions
• Contribute to BA standards, templates and best practices across AC3

What we'd love to see? Essential:

• Australian Citizenship - mandatory
• 5+ years of ServiceNow implementation experience
• Strong ServiceNow ITSM and ITOM experience
• Strong experience facilitating customer workshops and requirements sessions
• Experience creating User Stories, acceptance criteria and functional requirements
• Experience working closely with Developers and Testers
• Ability to independently manage priorities across multiple projects
• Excellent customer-facing, stakeholder management and communication skills

Highly regarded:

• Experience across SAM, GRC, LSD and HRSD
• ServiceNow certifications and implementation credentials
• Consulting or MSP experience
• Baseline Security Clearance - desirable but not mandatory

Even if you don't check every box, your passion and curiosity matter. If this role excites you, we would love to see your application.

What will you gain?

• Initial 6-month fixed-term contract with potential for extension or permanent employment for the right candidate
• Join and grow within AC3's established ServiceNow Practice
• Work on enterprise and government ServiceNow implementations
• Work alongside experienced Developers, Testers, Consultants and Solution Architects
• Ongoing ServiceNow training, certifications and career development
• Company benefits including discounted lifestyle services such as health insurance, salary packaging, hybrid work, and half-day Fridays once a month
• Flexible hybrid work options and genuine work-life integration
• A supportive, collaborative and inclusive culture

The AC3 Way

At AC3, we believe great technology outcomes come from great people and strong relationships.

We encourage curiosity, collaboration, continuous learning, and innovation while creating an environment where everyone feels heard, supported, and respected.

Our values guide everything we do:

• Work Wise
• Work Humble
• Work Honest

Additional information

This position description is intended to outline the key responsibilities and expectations of the role. Like people and organisations, roles evolve over time, and we encourage our team members to take ownership of their growth, contribute ideas, and help shape the future of the role and the business.

We'd love for you to experience the AC3 Way for yourself!

Women, non-binary, and gender diverse people are encouraged to apply.