6-month fixed-term contract with potential to extend or go permanentJoin a collaborative ServiceNow team with flexibility, growth & developmentWork on exciting enterprise ServiceNow projects across ITSM & ITOMWho you'll be working forAt AC3, our purpose is to make technology real and as leaders in secure multi-cloud solutions, we bring that purpose to life for our customers every day.We're an Australian-owned ICT service provider with teams across Sydney, Melbourne, Brisbane, and Auckland, supporting more than 700 enterprise organisations and over 50% of the NSW State Government.Our Hybrid Cloud Practice delivers secure, resilient, and high-performing infrastructure services to customers across a range of industries, and our Facilities team plays a critical role in ensuring our data centre operations run smoothly, securely, and efficiently.Why join us?
What sets us apart is our culture - people here build genuine relationships that go beyond work, and maintaining our supportive, respectful, and collaborative environment is a top priority at AC3.We're committed to fostering open communication, adaptable working arrangements, continuous learning, and providing support through life's changing seasons.We live by the AC3 Way - Work Wise, Work Humble, and Work Honest.The roleWe are looking for an experienced Senior Business Analyst to join our ServiceNow Practice on an initial 6-month fixed-term contract, with potential for extension or permanent employment for the right candidate.You will act as the key link between our customers and technical delivery teams, leading requirements gathering, facilitating customer workshops and translating business needs into clear functional requirements and ServiceNow solutions.You will work closely with Developers, Testers and Solution Architects throughout the implementation lifecycle.This is a senior role requiring someone who can work autonomously, take ownership and manage multiple ServiceNow projects at the same time.Location: Sydney preferred,



however Melbourne-based candidates will also be considered.Who are we looking for?
We are looking for an experienced, proactive and customer-focused Senior Business Analyst with 5+ years of ServiceNow implementation experience.You will be confident leading customer workshops, challenging and clarifying requirements, and working independently across multiple customer engagements.AC3 is dedicated to growing the representation of women in technology and warmly encourages applications from women, non-binary, and gender diverse people.What you'll do?
Lead customer discovery, requirements gathering and solution workshopsTranslate business requirements into User Stories, acceptance criteria and functional requirementsManage BA activities across multiple concurrent ServiceNow projectsWork autonomously and take ownership of BA deliverablesWork closely with ServiceNow Developers, Testers and Solution ArchitectsSupport testing and UAT through requirements clarification and acceptance criteriaAnalyse business processes and identify opportunities for improvementAct as the key intermediary between customers and technical delivery teamsProvide functional ServiceNow expertise and recommend best-fit solutionsContribute to BA standards, templates and best practices across AC3What we'd love to see?
Essential:Australian Citizenship – mandatory5+ years of ServiceNow implementation experienceStrong ServiceNow ITSM and ITOM experienceStrong experience facilitating customer workshops and requirements sessionsExperience creating User Stories,



acceptance criteria and functional requirementsExperience working closely with Developers and TestersAbility to independently manage priorities across multiple projectsExcellent customer-facing, stakeholder management and communication skillsHighly regarded:Experience across SAM, GRC, LSD and HRSDServiceNow certifications and implementation credentialsConsulting or MSP experienceBaseline Security Clearance – desirable but not mandatoryEven if you don't check every box, your passion and curiosity matter.
If this role excites you, we would love to see your application.What will you gain?
Initial 6-month fixed-term contract with potential for extension or permanent employment for the right candidateJoin and grow within AC3's established ServiceNow PracticeWork on enterprise and government ServiceNow implementationsWork alongside experienced Developers, Testers, Consultants and Solution ArchitectsOngoing ServiceNow training, certifications and career developmentCompany benefits including discounted lifestyle services such as health insurance, salary packaging, hybrid work, and half-day Fridays once a monthFlexible hybrid work options and genuine work-life integrationA supportive, collaborative and inclusive cultureThe AC3 WayAt AC3, we believe great technology outcomes come from great people and strong relationships.We encourage curiosity, collaboration, continuous learning, and innovation while creating an environment where everyone feels heard, supported, and respected.Our values guide everything we do:Work WiseWork HumbleWork HonestAdditional informationThis position description is intended to outline the key responsibilities and expectations of the role.
Like people and organisations, roles evolve over time, and we encourage our team members to take ownership of their growth, contribute ideas, and help shape the future of the role and the business.We'd love for you to experience the AC3 Way for yourself!
Women, non-binary, and gender diverse people are encouraged to apply.
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📌 Servicenow - Senior Business Analyst (New South Wales)
🏢 AC3
📍 New South Wales