XPT SoftwareAustralia PTY Ltd, incorporated in ****, is a Software Services companyXPT 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 summaryDrive service design and operational readiness for new IT services,ensuring seamless onboarding into operations using ServiceNow and definedservice management practices.Key responsibilitiesCollaborate with project and operations teams todefine end-to-end service operationalizationDesign and configure ServiceNow forms, workflows,and service request structuresDefine and implement ticket management processes(incident, request, escalation)Establish explicit RACI across teams for serviceownership, support,



and governanceCreate high-level SOPs and process documentationfor service operationsEnsure alignment with service managementstandards (ITIL) and operational best practicesRequirementsMandatory skillsStrong experience as a Business Analyst in ITservice management / Service DesignHands-on experience with ServiceNow (forms,workflows, ticketing)Good understanding of ITIL processes(incident, request, change management)Experience in service onboarding andoperational readiness planningAbility to define RACI, SOPs, and serviceprocessesStrong stakeholder coordination across projectand operations teamsPreferred skillsExperience in designing services in cloud/OTenvironments (e.g., Identity, Infrastructure services)Knowledge of ServiceNow configurations andworkflowsStrong documentation and process modeling skills
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📌 Service Design Business Analyst (New South Wales)
🏢 XPT Software
📍 New South Wales