Role Summary

We are seeking an experienced

ServiceNow ITSM Business Analyst to work closely with business stakeholders, process owners, and technical teams to gather requirements, analyze business processes, and support the delivery of ServiceNow ITSM solutions. The candidate will play a key role in translating business requirements into functional specifications and ensuring successful implementation of ServiceNow best practices.

Key Responsibilities

- Conduct workshops and stakeholder interviews to gather business and functional requirements.

- Analyze current-state processes and define future-state ServiceNow-enabled processes.

- Prepare Business Requirements Documents (BRDs), User Stories, Process Flows, and Functional Specifications.

- Support implementation and optimization of ITSM processes including:

- Incident Management

- Request Management

- Problem Management

- Change Enablement

- Knowledge Management

- Service Catalog

- Collaborate with ServiceNow Architects, Developers, and Testing teams during design and delivery.





- Facilitate requirement prioritization, backlog grooming, and sprint planning sessions.

- Support User Acceptance Testing (UAT), defect triage, and production deployment activities.

- Provide stakeholder communication, status reporting, and change impact analysis.

- Ensure delivered solutions align with business objectives and ServiceNow best practices.

Required Skills & Experience

- 10+ years of Business Analysis experience.

- 5+ years of experience with ServiceNow ITSM implementations or enhancements.

- Strong understanding of ITIL processes and ITSM best practices.

- Experience writing user stories, acceptance criteria, process maps, and functional requirements.

- Experience working in Agile and Scrum delivery environments.

- Excellent workshop facilitation and stakeholder management skills.

- Solid communication and documentation capabilities.

📌 ServiceNow ITSM Business Analyst (Melbourne)
🏢 Wipro
📍 Melbourne