We are seeking an experienced ServiceNow Process Manager / Technical Business Analyst to join a major transformation initiative focused on improving business processes, service delivery, automation, and operational efficiency through the ServiceNow platform.

This role offers the opportunity to work across enterprise-wide service management initiatives, partnering with business stakeholders, technical teams, architects, and delivery specialists to design and implement scalable ServiceNow solutions that deliver measurable business outcomes.

If you combine strong business analysis skills with deep ServiceNow expertise and a passion for process improvement, we'd like to hear from you.

Key Responsibilities

Process Management & Continuous Improvement

- Lead process discovery, analysis, redesign, and optimisation activities.
- Facilitate workshops to identify business needs, challenges, and opportunities.
- Develop future-state process models, service blueprints, and operational procedures.
- Identify automation opportunities and drive service improvement initiatives.
- Promote best-practice service management and governance frameworks.

Business Analysis & Solution Design

- Elicit, analyse, and document business and technical requirements.
- Produce user stories, process maps, functional specifications, workflow designs, and acceptance criteria.
- Conduct fit-gap assessments and recommend ServiceNow-based solutions.
- Support backlog prioritisation, roadmap planning, and release activities.
- Collaborate with technical teams to deliver effective and sustainable outcomes.

ServiceNow Platform Leadership

- Provide subject matter expertise across the ServiceNow ecosystem.
- Support solution design, workflow automation,



and platform optimisation.
- Contribute to governance, compliance, and platform standards.
- Work closely with architects and developers to ensure scalable and maintainable solutions.
- Drive alignment between business objectives and platform capabilities.

Skills & Experience To be successful in this role, you will demonstrate:

- NV1 security clearance
- Extensive experience as a Business Analyst, Process Manager, Service Management Consultant, or ServiceNow Functional Consultant.
- Strong hands-on experience with enterprise ServiceNow implementations.
- Deep understanding of ServiceNow workflows, automation, integrations, and governance.
- Proven experience delivering process improvement and digital transformation initiatives.
- Ability to translate complex business requirements into practical technology solutions.
- Solid stakeholder engagement, workshop facilitation, and communication skills.
- Experience working within Agile, Scrum, SAFe, or hybrid delivery environments.
- Ability to operate effectively with both business and technical stakeholders.

Highly Desirable Experience

Experience in one or more of the following ServiceNow modules:

- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- IT Asset Management (ITAM)
- Customer Service Management (CSM)
- Service Catalog
- Flow Designer
- CMDB
- Common Service Data Model (CSDM)
- Performance Analytics
- Enterprise Service Management (ESM)
- Platform Integrations

Preferred Certifications

- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS)
- ITIL Foundation or higher
- CBAP, CCBA, or equivalent Business Analysis certification
- Agile or Scrum certifications

📌 Technical Business Analyst - Servicenow (Canberra)
🏢 Elysium Digital
📍 Canberra