Job Description

Atturra is seeking an experienced Senior Service Now Functional Consultant (must have minimum baseline clearance) to join our growing Service Now practice. This role plays a critical part in bridging business needs and Service Now platform capability, ensuring solutions are well‐designed, user‐focused and aligned to customer outcomes.

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Key Responsibilities

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- Lead business analysis activities including discovery workshops, stakeholder interviews and requirements documentation.

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- Translate business requirements into clear functional designs aligned with Service Now best practices and product capabilities.

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- Configure Service Now applications including workflows and flows, forms, fields, UI policies, notifications, SLAs and related platform features.

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- Act as the functional subject matter expert within delivery teams, providing guidance on process design and platform configuration.

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- Collaborate closely with technical developers to ensure functional designs are implemented accurately and efficiently.

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- Support backlog refinement, sprint planning and acceptance criteria definition within Agile delivery teams.

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- Participate in Agile ceremonies including daily stand‐ups, sprint reviews and retrospectives.

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- Ensure solutions are scalable, maintainable and aligned with the Service Now product roadmap.

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- Maintain a strong customer‐centric mindset, ensuring solutions deliver measurable business value and positive user experience.

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- Clearly articulate functional decisions, impacts and benefits to both technical and non‐technical stakeholders.

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Working Conditions

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- Employment Type – Permanent or Contract (candidates that can start soon preferred)

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- Office Location – Canberra, Melbourne, Sydney, Brisbane

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- Must have baseline clearance minimum

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Qualifications

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- Service Now Domain Experience:/n

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- IT Service Management (ITSM)

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- CRM (formerly Customer Service Management – CSM)

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- Enterprise Business Suite (EBS)

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- Strategic Portfolio Management (SPM)

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- Field Service Management (FSM)

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- Public Sector Digital Services (PSDS)

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- Service Now Functional Experience: 5+ years of hands‐on experience implementing and configuring Service Now solutions in a functional or consulting capacity.

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- Business Analysis Expertise: Strong experience eliciting, documenting and validating business and functional requirements.

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- Platform Configuration Skills: Deep knowledge of Service Now configuration including workflows/Flow Designer, forms, UI policies, notifications and data relationships.

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- Process‐Led Thinking: Solid understanding of ITIL‐aligned and enterprise business processes and how they are implemented within Service Now.

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- Stakeholder Engagement: Proven ability to work directly with customers,



facilitate workshops and manage expectations effectively.

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- Agile Delivery: Comfortable working in Agile environments and collaborating within cross‐functional delivery teams.

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- Problem Solving: Pragmatic, outcome‐focused approach to designing solutions that balance business needs with platform capability.

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Preferred Certifications

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- Service Now Certified Business Analyst

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- Service Now Certified Implementation Specialist (ITSM, CRM, HRSD, SPM, FSM or PSDS)

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- Service Now Micro‐Certification – Flow Designer

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- ITIL 4 Foundation

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Benefits

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- Employee benefits, recognition, and wellbeing platform

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- Growth opportunities via succession planning, internal promotions, and mentorship opportunities

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- Ongoing investment in professional development through industry and technology certifications, and study assistance

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- Mental health support through our Employee Assistance Program

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- Support for family and caring responsibilities, including paid parental leave

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- Employee referral program, with monetary incentives offered

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Commitment to Diversity, Equity, and Inclusion: Atturra is committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

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📌 Senior ServiceNow Functional Consultant - NSW / VIC / QLD / ACT (Canberra)
🏢 Atturra
📍 Canberra