Select how often (in days) to receive an alert:

Location: Canberra, Australian Capital Territory, AU, 2600

What you’ll be doing

Atturra is seeking an experienced Functional Consultant / Business Analyst to join our growing ServiceNow practice.

The Senior ServiceNow Functional Consultant / Business Analyst is responsible for engaging with customers and business stakeholders to understand business problems, elicit and shape requirements, and translate those requirements into a explicit, prioritised and delivery-ready backlog.

The role ensures user stories and acceptance criteria are sufficiently detailed, testable and traceable, while guiding stakeholders toward platform-native ServiceNow capabilities and avoiding unnecessary customisation.

This is a senior customer-facing consulting role. The position may work across multiple customer engagements or be embedded within a dedicated customer environment, depending on delivery requirements. It works closely with product owners, project managers, solution architects, technical consultants, developers, testers and customer stakeholders throughout discovery, design, build, validation, acceptance and transition activities.

Key Accountabilities

Business analysis and requirements shaping

- Plan and lead discovery activities, stakeholder interviews, requirements workshops and process-analysis sessions with business and technical stakeholders.
- Elicit, analyse, challenge, validate and document business, functional and non-functional requirements, including assumptions, constraints, dependencies and business rules.
- Clarify the underlying business problem and desired outcomes before progressing proposed features or solution requests.




- Shape requirements so they are aligned with native ServiceNow capabilities, product direction and implementation best practices, and clearly explain trade-offs where requested outcomes would require customisation.
- Maintain traceability between business outcomes, requirements, process decisions, user stories, acceptance criteria, solution behaviour and customer acceptance.
- Identify ambiguity, conflicts and gaps early, facilitate decisions, and elevate matters requiring architectural, commercial or delivery authority.

User stories, acceptance criteria and backlog management

- Translate approved requirements into clear, concise and delivery-ready epics, features and user stories.
- Define testable acceptance criteria that describe expected behaviours, business rules, data needs, exception paths and user outcomes.
- Work with customer product owners and delivery leads to establish, structure, prioritise and maintain the product and delivery backlog.
- Lead or support backlog refinement sessions, ensuring work is understood, appropriately sequenced and ready for estimation and sprint planning.
- Maintain backlog quality by managing duplication, dependencies, outstanding decisions, scope boundaries and changes to agreed requirements.
- Collaborate with technical team members to confirm feasibility,



identify technical enablers and split work into deliverable increments without losing the intended business outcome.
- Support testing and customer acceptance by clarifying requirements, resolving defects or interpretation issues, and confirming delivered outcomes against acceptance criteria.

Customer workshops, demonstrations, showcases and training

- Prepare, facilitate and document customer workshops across discovery, requirements, process design, co-design, validation and solution playback activities.
- Create clear agendas, workshop materials, process views, decision points and follow-up artefacts that enable productive stakeholder participation and timely decisions.
- Lead customer demonstrations, sprint showcases and solution playbacks to validate direction, explain solution behaviour, gather feedback and confirm alignment to business needs.
- Convert workshop, demonstration and showcase outcomes into decisions, refined requirements, user stories, acceptance criteria and backlog updates.
- Prepare and deliver customer training and knowledge-transfer sessions for relevant processes and ServiceNow capabilities.
- Adapt facilitation, presentation and training approaches for business, operational, technical and executive audiences.

ServiceNow functional design and platform alignment

- Apply practical ServiceNow platform knowledge to shape requirements and functional designs that are maintainable, scalable and aligned with out-of-the-box capabilities.
- Provide functional input into form and workspace design, fields, UI policies, service catalogue items, workflows and Flow Designer automations, Playbooks, portal experiences, notifications and related platform fe

📌 ServiceNow Functional Consultant (Canberra)
🏢 Atturra
📍 Canberra