ServiceNow Business Analyst / Business Process Consultant (ITSM & CSM)
Role Overview
Are you a process-focused ServiceNow specialist who excels at translating complex business requirements into streamlined platform solutions?
We are looking for a
ServiceNow Business Analyst / Business Process Consultant (BPC)
to play a central role in a multi-module ServiceNow implementation spanning
IT Service Management (ITSM)
and
Customer Service Management (CSM)
within the
utilities sector
.
In this role, you will act as the key bridge between operational stakeholders and technical development teams. Your focus will be on leading discovery, re-engineering business processes, and promoting out-of-the-box (OOTB) ServiceNow capabilities to transform service delivery for both internal teams and end customers.
Key Responsibilities
Process Discovery & Workshop Facilitation:
Lead interactive workshops with cross-functional stakeholders across IT, operations, and customer service to map current-state processes and define optimized "to-be" workflows.
Requirements & Story Management:
Translate complex business requirements into clear functional specifications, user stories, process flows, and acceptance criteria for developers and solution architects.
ITSM & CSM Solutioning:
Drive alignment with ServiceNow OOTB best practices across Incident, Problem, Change, Request, Case Management, Customer Portals, and Omni-Channel engagement.
Stakeholder Management:
Serve as a trusted advisor to key business leads,



advocating for process simplification and managing expectations throughout the transformation lifecycle.
Testing & Adoption:
Lead User Acceptance Testing (UAT) planning, execution, and defect triage, ensuring solutions meet functional standards and drive seamless operational adoption.
What We're Looking For
ServiceNow Expertise:
Proven track record as a ServiceNow BA or Business Process Consultant with hands-on project experience across
ITSM
and
CSM
modules.
Process Mastery:
Exceptional skills in process mapping, workflow design, and requirements gathering using tools such as Visio, Lucidchart, or ARIS.
Industry Context:
Experience working within the
utilities, energy, or infrastructure
sectors (or complex, asset-intensive enterprise environments) is strongly preferred.
Out-of-the-Box Mindset:
Ability to challenge customized requests and guide stakeholders toward standard platform functionality.
Robust Communication:
Excellent verbal, written, and presentation skills with an ability to communicate effectively with both business leaders and technical teams.
Hands-on Configuration Experience:
Practical, hands-on admin or configuration skills (e.g., Flow Designer, Service Catalog build, UI Policies, Business Rules, or views) to build quick prototypes or support technical delivery.
Certifications:
ServiceNow Certified System Administrator (CSA), CIS-ITSM, or CIS-CSM certifications.
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📌 Business Analyst - Servicenow (New South Wales)
🏢 Talent Flow
📍 New South Wales