Job Description
Milestone IT are currently partnering with a prominent nationwide Retail Enterprise undergoing a major digital transformation. To support their expanding operational technology footprint, they are looking for a Senior Business Analyst with deep ServiceNow expertise to join their team on a permanent basis.
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If you know ServiceNow inside and out—and understand how to bridge the gap between complex retail business processes and platform capabilities—this is your prospect to drive meaningful end-to-end change.
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The Role
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As the dedicated ServiceNow Business Analyst, you will act as the vital link between retail operations, IT service management, and engineering teams. You won't just be gathering requirements; you'll be shaping how ServiceNow powers service delivery across inventory systems, store operations, customer service, and corporate workflows.
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What you'll be doing:
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Discovery & Requirements Gathering: Lead workshops with senior stakeholders across IT, supply chain, and retail operations to map complex user journeys and business processes.
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ServiceNow Optimization: Translate business goals into actionable user stories, technical functional specifications, and workflow maps tailored specifically to the ServiceNow platform (ITSM, ITOM, CSM, or SPM/ITBM modules).
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Process Alignment: Standardize and optimize legacy retail workflows to ensure out-of-the-box (OOTB) ServiceNow capability is maximized before customization is considered.
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Delivery & Testing: Partner closely with ServiceNow developers, system architects, and test leads through sprint planning, UAT execution, and end-user enablement.
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Stakeholder Enablement: Facilitate change management, drive platform adoption,



and act as the subject matter expert across business units.
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What We're Looking For
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ServiceNow Mastery: Extensive, hands‐on experience acting as a Business Analyst on large-scale ServiceNow implementations, upgrades, or module rollouts.
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Retail Domain Knowledge: A robust understanding of the fast‐paced retail ecosystem (supply chain, omni‐channel, store operations, or customer service operations) is highly advantageous.
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End-to-End BA Skills: Proven experience with process modeling (BPMN), gap analysis, backlog grooming, and creating clear, high-quality user stories with acceptance criteria.
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Agile & Hybrid Delivery: Strong background working in Scrum/Kanban environments alongside ServiceNow developers and administrators.
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Relationship Builder: Exceptional communication skills with a proven track record of managing conflicting stakeholder priorities and simplifying technical jargon for business executives.
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Certifications (Bonus): ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certifications will set you apart.
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What's in It for You?
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Stability & Impact: A permanent role within a recognized retail brand investing heavily in tech‐led operational excellence.
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Modern Work Culture: Flexible, hybrid working arrangements that respect work‐life balance.
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Career Growth: Opportunities to lead major enterprise initiatives and expand your domain authority in platform architecture and digital strategy.
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Cooperative Environment: Join a highly skilled, supportive digital delivery team that values innovation and pragmatic problem‐solving.
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Job Details
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Permanent
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Melbourne
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#J-*****-Ljbffr

📌 Business Analyst (Servicenow) (Victoria)
🏢 Milestone It
📍 Victoria