ServiceNow / ITSM Business Analyst – Large National NFP

Hybrid | Brisbane | Day Rate Contract | Meaningful Work in a Purpose-Driven Organisation

A leading national not-for-profit organisation is embarking on a major uplift of its IT Service Management capability and ServiceNow platform. We are seeking an experienced ServiceNow / ITSM Business Analyst to join the ICT team and play a pivotal role in shaping the future of service operations across a large, complex, people-focused environment.

If you’re a BA who thrives in structured analysis, service improvement, process mapping and translating real business needs into actionable ServiceNow requirements, this is an opportunity to make a huge impact within an organisation that truly changes lives.

Why You’ll Love This Role

• Work for a mission-driven NFP creating meaningful outcomes for communities across Australia
• Contribute directly to an organisation-wide ServiceNow uplift and modernisation
• Hybrid working environment with a supportive, collaborative team
• Work across business, technology, operations, and service management
• Deliver work that directly improves service experience for thousands of end users

What You’ll Be Doing

As the ServiceNow / ITSM Business Analyst, you will:

• Analyse and document As-Is ITSM processes, SOPs and service workflows
• Design To-Be processes aligned to ServiceNow best practice
• Develop detailed, traceable functional and non-functional requirements using Azure DevOps
• Produce ITSM-aligned SOPs, work instructions, RACI diagrams and process documentation
• Support ServiceNow configuration by ensuring requirements are clear, testable and structured
• Facilitate workshops with ICT, vendors and business stakeholders
• Support SIT and UAT cycles through test scenario development and requirement validation
• Work closely with Service Desk, ICT Operations and Solution Architects to ensure operational readiness

You’ll be the bridge between business needs and ServiceNow capability—ensuring the platform is configured correctly, processes are improved, and documentation is complete and usable.

What You’ll Bring

Essential

• 5+ years Business Analyst experience in medium–large technology environments
• Strong exposure to IT Service Management, ITIL frameworks and service operations
• Demonstrated experience with ServiceNow ITSM(Incident, Request, Change, Knowledge, CMDB or Catalog)
• High capability in process mapping(BPMN) and process improvement
• Hands-on experience with Azure DevOps for requirements, traceability and testing
• Strong documentation skills — SOPs, work instructions, user stories, functional specs
• Confident workshop facilitator and stakeholder communicator

Desirable

• ITIL certification
• Experience in NFP, education or community-focused sectors
• ServiceNow certification or participation in SN implementation projects
• Exposure to CRM/ERP/Cloud environments

What’s On Offer

• Work within a values-led, purpose-driven organisation
• Contribute to a critical ITSM uplift that will transform operational support
• Hybrid working flexibility (Brisbane HQ)
• Highly supportive team culture with strong leadership
• Contract through to mid-2026