ServiceNow Business Analyst

• Initial contract until 30 June 2025 with possible extension
• Role based in Kedron -hybrid working 3 days office
• Must reside in Brisbane to apply for this role
  
  

This pay rate is inclusive of mandatory 25% casual loading

Our client is undertaking a significant capability uplift of its ITSM tool (ServiceNow) with a number of specialist roles being retained to ensure that the platform can meet current and future business needs. As the Business Analyst you will work with various stakeholders in proactively leading the development and documentation of business processes and procedures, and their corresponding design and implementation within the ServiceNow platform. You will apply your analytical skills, business knowledge, and transformational expertise to ensure the project achieves its intended benefits and business objectives.

A part of delivering the Service Management and Operations vision is to lead and drive the day-to-day delivery of Information Communication and Technology (ICT) service desk and regional support services and programs. The Service Management team is responsible for managing effective change and release process for new capability and providing coordination and management of major incidents and problems, including managing the service catalogue, improving customer experience, creating engaged customers and facilitating a trusted relationship with customers in operational and corporate support areas to achieve optimal outcomes for the departments strategic operational and business requirements.

Our client is undertaking a significant capability uplift of its ITSM tool (ServiceNow) with a number of specialist roles being retained to ensure that the platform can meet current and future business needs. Reporting to the Service Co-Ordinator you will work with various stakeholders in proactively leading the development and documentation of business processes and procedures, and their corresponding design and implementation within the ServiceNow platform. You will apply your analytical skills, business knowledge, and transformational expertise to ensure the project achieves its intended benefits and business objectives.

Key Experience Required For This Role

• At least 5 years Business Analyst experience with proven experience of requirement gathering, preferably within a government organisation.
• Highly developed stakeholder engagement and management skills with the ability to build strong relationships with both internal and external stakeholders.
• Demonstrated ability to consult, negotiate and influence a broad cross-section of stakeholders to achieve outcomes.
• Strong ability to converse with both end-users and IT employees at all levels of the organisation.
• Experience in analysing, isolating and interpreting business needs and designing appropriate technical or business solutions.
• Experience in development of project artifacts and documents, such as, but not limited to; business requirements specifications, technical specifications, test case.
• Demonstrated knowledge and/or experience in business and technology integration for ICT led projects.
• Well-developed understanding of the application of change management processes and the impact of change on individuals and work groups within commercially driven client focused organisations.
• Contributing to the continuous improvement of quality processes, products and services, as identified through facilitating review, product analysis, client survey analysis and other research and benchmarking activities, which help establish requirements for the implementation of changes.
  
  

Key Accountabilities For This Role

• Conduct Analysis of available information and data to draw conclusions and develop options.
• Develop High Level reports that facilitate the consideration of key issues, options and enable decision-making.
• Assist with the development of business requirements specifications for this project, ensuring traceability of requirements throughout the project lifecycle.
• Liaise with other teams to validate requirements and assumptions and provide an enterprise-wide perspective.
• Assist with stakeholder engagement, assessment and the development of a stakeholder matrix, and ongoing stakeholder management.
• Interpret business and user requirements and research possible application of the information systems solution to optimize local and enterprise-wide business outputs.
• Develop and maintain strong business relationships by communicating, consulting, and negotiating with clients and other key stakeholders to ensure the achievement of your project's outcomes.
• Proactively promote an effective working culture by capturing and sharing knowledge and supporting common expectations.
• Establish and maintain strong and positive relationships with internal and external stakeholders including cross-agency representatives, consultants, and contractors, to ensure project success.
• Regularly communicate and report with the project leadership and other stakeholders as per schedule or as required.
  
  

Key Deliverables For This Role

• Detailed Business Analyst Approach
• Process Mapping and Design
• Business Requirements Specification
• Development of a Business Case
• Functional and Non-functional Specification
• Market Research and Approach (RFI)
• Options Analysis
• Acceptance/Evaluation Criteria and User Acceptance Test Cases
  
  

To submit your application, please apply online using the appropriate link below. Alternatively, for a confidential discussion, please contact Kylie Graham in our Brisbane office on 0439 210 202 or email [email protected], quoting Ref No. 242630.

Your interest will be treated in the strictest of confidence.

Profession

• IT, Technology & Digital, Business Analysts