- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company

- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.

- We have 120+technocrats in Australia working at our clientlocations.

- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.

- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.

Role summary

Drive service design and operational readiness for new IT services,ensuring seamless onboarding into operations using ServiceNow and definedservice management practices.

Key responsibilities

- Collaborate with project and operations teams todefine end-to-end service operationalization

- Design and configure ServiceNow forms, workflows,and service request structures

- Define and implement ticket management processes(incident, request, escalation)

- Establish clear RACI across teams for serviceownership, support, and governance





- Create high-level SOPs and process documentationfor service operations

- Ensure alignment with service managementstandards (ITIL) and operational best practices

Requirements

Mandatory skills

- Strong experience as a Business Analyst in ITservice management / Service Design

- Hands-on experience with ServiceNow (forms,workflows, ticketing)

- Good understanding of ITIL processes(incident, request, change management)

- Experience in service onboarding andoperational readiness planning

- Ability to define RACI, SOPs, and serviceprocesses

- Robust stakeholder coordination across projectand operations teams

Preferred skills

- Experience in designing services in cloud/OTenvironments (e.g., Identity, Infrastructure services)

- Knowledge of ServiceNow configurations andworkflows

- Strong documentation and process modeling skills

#J-18808-Ljbffr

📌 Service Design Business Analyst (New South Wales)
🏢 XPT Software
📍 New South Wales