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 explicit 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
Robust 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
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📌 Service Design Business Analyst New South Wales
🏢 XPT Software
📍 New South Wales