Service Management Analyst (ITSM / ServiceNow) | 6 Month Contract | Sydney

Drive service excellence in a leading tertiary education environment.

We're seeking an experienced Service Management Analyst to join a large and well-regarded tertiary education organisation on a 6-month contract.

This role sits within the Service Management Office (SMO) and will play a key part in ensuring IT Service Management processes and ServiceNow capabilities continue to deliver effective outcomes across a complex technology environment.

This is an excellent opportunity for someone who enjoys combining ITIL process ownership, ServiceNow expertise, and stakeholder engagement to improve service delivery and operational governance.

What you'll be doing:

- Own and continuously improve key ITSM processes, particularly:

- Request Management
- Service Catalogue Management
- Knowledge Management
- Support the ongoing management and enhancement of the ServiceNow Service Catalogue and staff portal.
- Maintain governance frameworks, process documentation, standards, and procedures.
- Provide guidance and support to technology teams on ITSM process adherence and ServiceNow usage.
- Deliver training, communications, and change support for process and tooling improvements.
- Investigate and resolve issues relating to ITSM processes, workflows, and platform capabilities.
- Collaborate with service owners, technical teams, project teams, and vendors to ensure processes operate effectively across the broader IT landscape.

What we're looking for

- Strong experience within an IT Service Management / ITIL environment.




- Hands-on experience with ServiceNow, particularly:

- Service Catalogue
- Request Management
- Knowledge Management
- Associated workflows
- Experience owning, governing, or administering ITSM processes.
- Strong reporting, analysis, and continuous improvement capability.
- Excellent process documentation and governance skills.
- Ability to work independently while managing competing priorities.
- Solid stakeholder engagement and communication skills.
- Experience delivering user guidance, training, and process adoption initiatives.

Ideal background

You may currently be working as a:

- Service Management Analyst
- ITSM Analyst
- ServiceNow Process Analyst
- ITIL Process Owner
- Service Delivery Analyst
- Service Management Consultant

Why apply?

- Opportunity to influence and improve enterprise-scale ITSM processes.
- Work within a team-oriented and mature Service Management Office.
- Exposure to a broad technology environment within a respected tertiary education institution.
- Hybrid working environment.
- Immediate start preferred.

If you're passionate about ITSM best practice, ServiceNow optimisation, and driving continual service improvement, we'd love to hear from you.

Apply now sending your CV to Silvia at Balance Recruitment.

Balance Recruitment is committed to equal opportunity employment. We celebrate diversity and encourage people from all sections of our community to apply for this role.

If this role is located in Victoria, this posting was placed on behalf of Balance Consulting Services who will provide all services related to the recruitment of this position ( ).

📌 ITSM Analyst (Sydney)
🏢 Balance Recruitment
📍 Sydney