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 transparent 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
Strong documentation and process modeling skills

📌 Service Design Business Analyst (Perth)
🏢 XPT Software Australia Pty
📍 Perth