ServiceNow Functional Consultant

Select how often (in days) to receive an alert:
Location: Canberra, Australian Capital Territory, AU, 2600
What you'll be doing Atturra is seeking an experienced Functional Consultant / Business Analyst to join our growing ServiceNow practice.
The Senior ServiceNow Functional Consultant / Business Analyst is responsible for engaging with customers and business stakeholders to understand business problems, elicit and shape requirements, and translate those requirements into a clear, prioritised and delivery-ready backlog.
The role ensures user stories and acceptance criteria are sufficiently detailed, testable and traceable, while guiding stakeholders toward platform-native ServiceNow capabilities and avoiding unnecessary customisation.
This is a senior customer-facing consulting role. The position may work across multiple customer engagements or be embedded within a dedicated customer environment, depending on delivery requirements. It works closely with product owners, project managers, solution architects, technical consultants, developers, testers and customer stakeholders throughout discovery, design, build, validation, acceptance and transition activities.
Key Accountabilities Business analysis and requirements shaping

• Plan and lead discovery activities, stakeholder interviews, requirements workshops and process-analysis sessions with business and technical stakeholders.
• Elicit, analyse, challenge, validate and document business, functional and non-functional requirements, including assumptions, constraints, dependencies and business rules.
• Clarify the underlying business problem and desired outcomes before progressing proposed features or solution requests.
• Shape requirements so they are aligned with native ServiceNow capabilities, product direction and implementation best practices, and clearly explain trade-offs where requested outcomes would require customisation.
• Maintain traceability between business outcomes, requirements, process decisions, user stories, acceptance criteria, solution behaviour and customer acceptance.
• Identify ambiguity, conflicts and gaps early, facilitate decisions, and elevate matters requiring architectural, commercial or delivery authority.

User stories, acceptance criteria and backlog management

• Translate approved requirements into clear, concise and delivery-ready epics, features and user stories.
• Define testable acceptance criteria that describe expected behaviours, business rules, data needs, exception paths and user outcomes.
• Work with customer product owners and delivery leads to establish, structure, prioritise and maintain the product and delivery backlog.
• Lead or support backlog refinement sessions, ensuring work is understood, appropriately sequenced and ready for estimation and sprint planning.
• Maintain backlog quality by managing duplication, dependencies, outstanding decisions, scope boundaries and changes to agreed requirements.
• Collaborate with technical team members to confirm feasibility, identify technical enablers and split work into deliverable increments without losing the intended business outcome.
• Support testing and customer acceptance by clarifying requirements, resolving defects or interpretation issues, and confirming delivered outcomes against acceptance criteria.

Customer workshops, demonstrations, showcases and training

• Prepare, facilitate and document customer workshops across discovery, requirements, process design, co-design, validation and solution playback activities.
• Create clear agendas, workshop materials, process views, decision points and follow-up artefacts that enable productive stakeholder participation and timely decisions.
• Lead customer demonstrations, sprint showcases and solution playbacks to validate direction, explain solution behaviour, gather feedback and confirm alignment to business needs.
• Convert workshop, demonstration and showcase outcomes into decisions, refined requirements, user stories, acceptance criteria and backlog updates.
• Prepare and deliver customer training and knowledge-transfer sessions for relevant processes and ServiceNow capabilities.
• Adapt facilitation, presentation and training approaches for business, operational, technical and executive audiences.

ServiceNow functional design and platform alignment

• Apply practical ServiceNow platform knowledge to shape requirements and functional designs that are maintainable, scalable and aligned with out-of-the-box capabilities.
• Provide functional input into form and workspace design, fields, UI policies, service catalogue items, workflows and Flow Designer automations, Playbooks, portal experiences, notifications and related platform features.
• Use demonstrations, prototypes and platform walkthroughs where useful to validate requirements and support stakeholder decision-making.
• Document functional designs, process flows, solution behaviour, decisions and configuration intent at a level suitable for technical implementation and testing.
• Work with solution architects, technical consultants and developers when requirements involve scripting, integrations, complex data structures, security or architecture decisions.
• Recognise when specialist technical or architectural involvement is required and elevate early.

Delivery collaboration and quality

• Participate actively in Agile and hybrid delivery activities, including planning, refinement, stand-ups, reviews, showcases and retrospectives as required.
• Collaborate with project managers to maintain alignment between requirements, backlog items, delivery scope, milestones and customer expectations.
• Work with testers and customer representatives to support test planning, scenario definition, user acceptance testing and resolution of requirement-related issues.
• Apply ServiceNow Now Create methodology and relevant ServiceNow best-practice resources when planning and supporting delivery.
• Contribute to reusable templates, workshop packs, process assets, training materials and functional delivery standards within the ServiceNow Practice.
• Communicate progress, decisions, risks, issues and impacts clearly to both technical and non-technical stakeholders.

Essential experience and capabilities

• Senior-level experience in a ServiceNow functional consulting, business analysis or closely related customer-facing delivery role.
• At least 5 years of relevant ServiceNow implementation, functional consulting, business analysis or platform-delivery experience.
• Demonstrated experience eliciting, analysing, documenting and validating business and functional requirements.
• Demonstrated experience writing high-quality user stories and clear, testable acceptance criteria.
• Practical experience establishing, refining, prioritising and maintaining delivery backlogs in Agile or hybrid delivery environments.
• Strong experience preparing and leading end-to-end customer workshops, including discovery, requirements, process design, validation and solution playback.
• Experience delivering customer demonstrations, showcases or solution playbacks and incorporating feedback into requirements and backlog items.
• Strong stakeholder-management, facilitation, presentation and written communication skills, including the ability to manage conflicting viewpoints and guide decisions.
• Proficient ServiceNow platform knowledge to shape requirements toward native capability and explain the implications of configuration, customisation and design choices.
• Practical knowledge of ServiceNow forms, workflows and Flow Designer, Playbooks, service catalogues and portal or user experience design.
• Ability to collaborate effectively with product owners, project managers, architects, developers, technical consultants, testers and customer stakeholders.
• Pragmatic judgement, attention to detail and a strong focus on traceability, maintainability, usability and customer outcomes.

ServiceNow domain experience

• IT Service Management (ITSM)
• Customer Service Management / CRM
• Human Resources Service Delivery (HRSD)
• Core or Enterprise Business capabilities
• Field Service Management (FSM)
• Public Sector Digital Services (PSDS)

Highly desirable experience

• Experience using ServiceNow Now Create methodology and ServiceNow best-practice resources.
• Experience preparing and delivering end user, process owner or administrator training and knowledge-transfer sessions.
• Experience developing workshop packs, process maps, playback materials, training guides and functional design artefacts.
• Experience working with Australian Government, regulated or security-sensitive customer environments.
• Experience contributing to multiple concurrent customer engagements or transitioning between different customer delivery contexts.

Preferred certifications

• ServiceNow Certified Business Analyst
• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist in a relevant product area
• ServiceNow Micro Certification - Flow Designer
• Relevant ServiceNow user experience, portal, catalogue or Playbook credentials
• ITIL 4 Foundation or a comparable service management credential

Eligibility and work context

• Applicants must be Australian citizens.
• Applicants must hold a current Australian Government NV1 security clearance or higher click apply for full job details