Role summary:

Drive service design and operational readiness for current 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
Solid 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