ServiceNow Business Analyst / Business Process Consultant (ITSM & CSM)

Location: Parramatta, Hybrid

Industry: Utilities

Role Type: Contract - $750-$850 inc super per day

Role Overview

Are you a process-focused ServiceNow specialist who excels at translating complex business requirements into streamlined platform solutions?

We are looking for a ServiceNow Business Analyst / Business Process Consultant (BPC) to play a central role in a multi-module ServiceNow implementation spanning IT Service Management (ITSM) and Customer Service Management (CSM) within the utilities sector .

In this role, you will act as the key bridge between operational stakeholders and technical development teams. Your focus will be on leading discovery, re-engineering business processes, and promoting out-of-the-box (OOTB) ServiceNow capabilities to transform service delivery for both internal teams and end customers.

Key Responsibilities

- Process Discovery & Workshop Facilitation: Lead interactive workshops with cross-functional stakeholders across IT, operations, and customer service to map current-state processes and define optimized "to-be" workflows.
- Requirements & Story Management: Translate complex business requirements into transparent functional specifications, user stories, process flows, and acceptance criteria for developers and solution architects.
- ITSM & CSM Solutioning: Drive alignment with ServiceNow OOTB best practices across Incident, Problem, Change, Request, Case Management, Customer Portals, and Omni-Channel engagement.
- Stakeholder Management:



Serve as a trusted advisor to key business leads, advocating for process simplification and managing expectations throughout the transformation lifecycle.
- Testing & Adoption: Lead User Acceptance Testing (UAT) planning, execution, and defect triage, ensuring solutions meet functional standards and drive seamless operational adoption.

What We’re Looking For

- ServiceNow Expertise: Proven track record as a ServiceNow BA or Business Process Consultant with hands-on project experience across ITSM and CSM modules.
- Process Mastery: Exceptional skills in process mapping, workflow design, and requirements gathering using tools such as Visio, Lucidchart, or ARIS.
- Industry Context: Experience working within the utilities, energy, or infrastructure sectors (or complex, asset-intensive enterprise environments) is strongly preferred.
- Out-of-the-Box Mindset: Ability to challenge customized requests and guide stakeholders toward standard platform functionality.
- Strong Communication: Excellent verbal, written, and presentation skills with an ability to communicate effectively with both business leaders and technical teams.

? Bonus Points

- Hands-on Configuration Experience: Practical, hands-on admin or configuration skills (e.g., Flow Designer, Service Catalog build, UI Policies, Business Rules, or views) to build quick prototypes or support technical delivery.
- Certifications: ServiceNow Certified System Administrator (CSA), CIS-ITSM, or CIS-CSM certifications.

📌 Business Analyst - ServiceNow (Parramatta)
🏢 Talent Flow
📍 Parramatta