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 aServiceNow Business Analyst / Business Process Consultant (BPC)to play a central role in a multi-module ServiceNow implementation spanningIT Service Management (ITSM)andCustomer Service Management (CSM)within theutilities 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 acrossITSMandCSMmodules.
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 theutilities, energy, or infrastructuresectors (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.
Solid 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 (Sydney)
🏢 Talent Flow
📍 Sydney