Job Description
Role summary:
n
n
Drive service design and operational readiness for new IT services,
n ensuring seamless onboarding into operations using ServiceNow and defined
n service management practices.
n
n

n
n
Key responsibilities:
n
n
n
Collaborate with project and operations teams to
n define end -to -end service operationalization
n
n
Design and configure ServiceNow forms, workflows,
n and service request structures
n
n
Define and implement ticket management processes
n (incident, request, escalation)
n
n
Establish transparent RACI across teams for service
n ownership, support, and governance
n
n
Create high -level SOPs and process documentation
n for service operations
n
n
Ensure alignment with service management
n standards (ITIL) and operational best practices
n n

n
n
Requirementsn
Mandatory skills:
n
n
n
Strong experience as a
Business Analyst in IT




n service management / Service Design
n
n
Hands -on experience with
ServiceNow (forms,
n workflows, ticketing)
n
n
Good understanding of
ITIL processes
n (incident, request, change management)
n
n
Experience in
service onboarding and
n operational readiness planning
n
n
Ability to define RACI, SOPs, and service
n processes
n
n
Strong stakeholder coordination across project
n and operations teams
n n

n
n
Preferred skills:
n
n
n
Experience in designing services in
cloud/OT
n environments (e.g., Identity, Infrastructure services)
n
n
Knowledge of
ServiceNow configurations and
n workflows
n
n
Strong documentation and process modeling skills
n
n
n
n
n

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