ServiceNow Process Manager / Technical Business Analyst

a23 is an Australian owned Systems Integrator headquartered in Canberra. We provide specialist ICT services across diverse technologies and are recognised as a valued strategic partner for Government and private sector organisations. a23 has grown to become a prominent strategic partner, focused on servicing the needs of small to medium-sized agencies to deliver quality outcomes through expert people, great relationships, and fit-for-purpose technologies.

Why work for a23?

a23 is a well-established Australian technology company experiencing strong growth, fuelled by rising demand for our expertise in Cyber Security, Networking, Cloud, Data and AI, and Hybrid Cloud. We bring the agility and innovation of a start-up backed by the maturity, credibility, and delivery assurance of an established market leader.

Our teams deliver secure, scalable solution to government and enterprise client, blending deep technical capability with a client-first culture. Whether enabling AI-driven insights, transforming hybrid infrastructure, or securing mission-critical environments, a23 is trusted to deliver at a national scale.

We offer a collaborative and adaptable working environment alongside a range of employee benefits such as an annual wellbeing allowance. For more information, seeOur Careers - A23.

Position Summary

We are seeking an experienced ServiceNow Process Manager / Technical Business Analyst to lead the design, optimisation, governance, and continual improvement of business processes delivered through the ServiceNow SaaS platform. This role requires deep business analysis expertise with advanced knowledge of ServiceNow capabilities to drive digital transformation, improve service outcomes, and maximise platform value across the department. The successful candidate will act as a trusted advisor between business stakeholders, process owners, developers, architects, and vendors to ensure ServiceNow solutions align with business objectives, enterprise architecture standards, and industry best practices.



This role requires deep expertise in ServiceNow platform capabilities, IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Customer Service Management (CSM), workflow automation, and enterprise service management.

Key Responsibilities

Process Management & Service Improvement

- Lead process discovery, analysis, and redesign initiatives across enterprise services.
- Facilitate workshops to capture business requirements, pain points, and future-state processes.
- Develop and maintain process models, service blueprints, operating procedures, and governance frameworks.
- Identify automation opportunities and drive continual service improvement initiatives.
- Ensure alignment with ITIL, Enterprise Service Management (ESM), and department’s governance standards.

Business Analysis & Solution Design

- Gather, analyse, and document complex business and technical requirements.
- Produce user stories, functional specifications, workflow designs, process maps, and acceptance criteria.
- Perform fit-gap analysis and recommend ServiceNow-based solutions that maximise platform capability.
- Support backlog prioritisation, roadmap planning, release management, and benefits realisation activities.

ServiceNow Platform Expertise

- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- Customer Service Management (CSM)
- Service Catalog
- Flow Designer
- System Integrations
- Performance Analytics
- CMDB and Common Service Data Model (CSDM)

Collaborate with developers and architects to design scalable, maintainable, and compliant solutions.

Ensure adherence to platform governance, security, and data management standards.

Required Skills & Experience

- Minimum 5-10 years' experience in Business Analysis, Process Management, Service Management, or ServiceNow consulting roles.
- Extensive hands-on experience with the ServiceNow SaaS platform and enterprise implementations.
- Strong knowledge of ServiceNow architecture, workflows, integrations, automation, and platform governance.
- Demonstrated experience in process optimisation, service redesign, and digit

📌 ServiceNow Process Manager (Canberra)
🏢 A23
📍 Canberra