XPT SoftwareAustralia PTY Ltd, incorporated in ****, 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 recent 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
Strong 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
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📌 Service Design Business Analyst (Sydney)
🏢 XPT Software
📍 Sydney