Pinpoint Talent are seeking an experienced Business Analyst to support an IT Service Management (ITSM) initiative within a Queensland Government environment.

This role will focus on business process analysis, requirements gathering and process improvement, supporting the implementation and optimisation of ITSM systems and service management capabilities. Working closely with business stakeholders, technical teams and service delivery functions, you will help translate business needs into effective processes and system requirements aligned with ITIL best practice.

Key Responsibilities

- Undertake business analysis activities across IT Service Management initiatives, including system implementation, process improvement and service transformation.
- Analyse, document and map current-state and future-state ITSM processes, identifying opportunities for improvement, efficiencies and standardisation.
- Facilitate workshops, stakeholder interviews and consultation sessions to elicit business requirements and understand operational needs.
- Develop detailed business requirements, functional requirements, process maps, business rules and supporting documentation.
- Support the alignment of ITSM processes with ITIL frameworks and service management best practice.
- Work closely with project managers, technical teams, solution architects and service delivery stakeholders to translate business requirements into practical solutions.
- Support the implementation and optimisation of ServiceNow, ensuring processes and requirements are appropriately reflected in system design and configuration.
- Identify process gaps, inefficiencies,



risks and opportunities for service improvement.
- Support testing activities, including test scenarios, UAT coordination, requirements traceability and validation of business outcomes.
- Assist with change management, stakeholder engagement and transition to new or improved service management processes.

Skills & Experience

- Demonstrated experience as a Business Analyst within IT Service Management, ITSM transformation or technology implementation projects.
- Strong business process analysis and process mapping capabilities, including current-state and future-state modelling.
- Experience documenting business requirements, functional requirements, business rules and process workflows.
- Strong understanding of ITSM principles and ITIL frameworks.
- Experience supporting system implementations, process improvement initiatives and operational transformation.
- Exposure to ServiceNow implementations, enhancements or process configuration.
- Proven stakeholder engagement and workshop facilitation skills.
- Solid analytical, problem-solving and documentation capabilities.
- Ability to work collaboratively with business and technical stakeholders to deliver practical, business-focused outcomes.

Desirable

- Previous experience within Queensland Government or another public sector environment.
- Experience working with ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, Service Catalogue or CMDB.
- ITIL certification or relevant IT Service Management qualifications.
- Experience supporting IT service transition, operational readiness or service improvement initiatives

📌 Business Analyst - IT Service Management (ITSM) (Brisbane)
🏢 Pinpoint Talent
📍 Brisbane