Role summary:

Drive service design and operational readiness for new IT services, ensuring seamless onboarding into operations using ServiceNow and defined service management practices.

Key responsibilities:

- Collaborate with project and operations teams to define 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 service ownership, support, and governance

- Create high-level SOPs and process documentation for service operations

- Ensure alignment with service management standards (ITIL) and operational best practices

Requirements

Mandatory skills:





- Strong experience as a Business Analyst in IT service management / Service Design

- Hands-on experience with ServiceNow (forms, workflows, ticketing)

- Good understanding of ITIL processes (incident, request, change management)

- Experience in service onboarding and operational readiness planning

- Ability to define RACI, SOPs, and service processes

- Strong stakeholder coordination across project and operations teams

Preferred skills:

- Experience in designing services in cloud/OT environments (e.g., Identity, Infrastructure services)

- Knowledge of ServiceNow configurations and workflows

- Strong documentation and process modeling skills

📌 Service Design Business Analyst (Perth)
🏢 XPT Software Australia Pty
📍 Perth