20 Aug
|
Recognized
|
Perth
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 clear 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
- Solid documentation and process modeling skills