ServiceNow / ITSM Business Analyst – 12-Month Fixed Term Contract
Large National Not-for-Profit | Hybrid | Brisbane | Purpose-Driven Work
A leading national not-for-profit organisation is undertaking a significant uplift of its IT Service Management capability and ServiceNow platform. We are seeking an experienced ServiceNow / ITSM Business Analyst to join the ICT team on a 12-month fixed term contract, playing a pivotal role in shaping the future of service operations across a large, complex, people-focused environment.
If you’re a Business Analyst who thrives on structured analysis, service improvement, process mapping, and translating real business needs into actionable ServiceNow outcomes, this is an opportunity to make a meaningful impact within an organisation that genuinely changes lives.
Why You’ll Love This Role
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Work for a mission-driven national NFP delivering meaningful outcomes for communities across Australia
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Play a key role in an organisation-wide ServiceNow and ITSM uplift
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12-month fixed term contract providing stability and meaningful delivery ownership
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Hybrid working environment based in Brisbane
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Highly collaborative, supportive ICT team
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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:
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Analyse and document As-Is ITSM processes, SOPs and service workflows
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Design To-Be processes aligned to ServiceNow best practice and organisational needs
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Develop clear, traceable functional and non-functional requirements using Azure DevOps
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Produce ITSM-aligned SOPs, work instructions, RACI diagrams and process documentation
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Support ServiceNow configuration by ensuring requirements are clear, testable and structured
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Facilitate workshops with ICT teams, vendors and business stakeholders
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Support SIT and UAT cycles through test scenario development and requirements validation
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Work closely with Service Desk, ICT Operations and Solution Architects to ensure operational readiness
You’ll act as the critical bridge between business needs and ServiceNow capability—ensuring the platform is configured correctly, processes are uplifted, and documentation is complete, accurate and usable.
What You’ll Bring
Essential
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5+ years’ experience as a Business Analyst in medium to large technology environments
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Strong exposure to IT Service Management (ITSM) and ITIL-aligned service operations
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Demonstrated experience working with ServiceNow ITSM (Incident, Request, Change, Knowledge, CMDB and/or Service Catalogue)
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High capability in process mapping and improvement (BPMN)
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Hands-on experience using Azure DevOps for requirements, traceability and testing
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Strong documentation skills (SOPs, work instructions, user stories, functional specifications)
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Confident workshop facilitator with excellent stakeholder engagement skills
Desirable
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ITIL certification
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Experience within NFP, education or community-focused organisations
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ServiceNow certification or involvement in ServiceNow implementation programs
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Exposure to CRM, ERP or cloud platforms
What’s On Offer
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12-month fixed term contract with a values-led national organisation
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Opportunity to contribute to a critical ServiceNow and ITSM uplift
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Hybrid working flexibility (Brisbane HQ)
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Supportive leadership and strong team culture
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Work that genuinely makes a difference
