Role summary:Drive service design and operational readiness for new IT services,ensuring seamless onboarding into operations using ServiceNow and definedservice management practices.
Key responsibilities:Collaborate with project and operations teams to define end -to -end service operationalizationDesign and configure ServiceNow forms, workflows, and service request structuresDefine and implement ticket management processes (incident, request, escalation)Establish clear RACI across teams for service ownership, support, and governanceCreate high -level SOPs and process documentation for service operationsEnsure alignment with service management standards (ITIL)



and operational best practices RequirementsMandatory skills:Strong experience as a Business Analyst in IT service management / Service DesignHands -on experience with ServiceNow (forms, workflows, ticketing)Positive understanding of ITIL processes (incident, request, change management)Experience in service onboarding and operational readiness planningAbility to define RACI, SOPs, and service processesStrong 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 workflowsStrong documentation and process modeling skills

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