ServiceNow Business Analyst

Job Title: ServiceNow Business Analyst

Location: Sydney, Australia

Job Summary:

We are looking for an experienced ServiceNow Business Analyst to join our team in Sydney. The ideal candidate will have a strong background in business analysis with hands-on experience in ServiceNow domains such as CSM (Customer Service Management), SPM (Strategic Portfolio Management), and Order Management. You will be responsible for driving business process analysis, gathering and translating requirements, and supporting the delivery of scalable ServiceNow solutions.

Key Responsibilities:

• Business Process Analysis : Analyze current processes, document as-is and to-be workflows, identify bottlenecks, and recommend process improvements that can be implemented in platform.

Map existing business processes and identify inefficiencies

Design optimized future-state processes

Perform gap analysis between current and desired states

Create process flow diagrams and documentation

• Requirements Gathering:

Elicit detailed business and technical requirements from stakeholders through interviews, workshops, and collaborative sessions

Facilitate requirement gathering workshops

Document functional and non-functional requirements

Translate business needs into technical requirements

Create user stories with clear acceptance criteria

• Testing & Quality Assurance

Develop and execute test plans to ensure ServiceNow implementations meet requirements and quality standards.

Create test plans and test cases

Oversee User Acceptance Testing (UAT)

Validate that solutions meet business requirements

Business Impact

• Process Optimization: Identify and eliminate bottlenecks to streamline operations
• Digital Transformation: Translate manual processes into digital workflows
• Cost Reduction: Automate repetitive tasks to reduce operational costs
• Data-Driven Decisions: Enable better decision-making through reporting and analytics
• User Experience: Improve employee and customer satisfaction with intuitive interfaces

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