We're seeking experienced Business Analysts with strong knowledge of the ServiceNow platform to support the transformation of an organisation's digital services capability. This role is part of a major uplift initiative aimed at evolving ServiceNow from a traditional ticketing tool into a modern Enterprise Service Management (ESM) solution, designed to enhance accessibility, service delivery, and customer experience.

You'll work closely with stakeholders to identify key service opportunities, translate business needs into user stories, and support the implementation of new capabilities including Employee Centre Pro, Universal Request, and CSDM-based service design. The role also plays a critical part in linking service improvements to measurable outcomes and strategic reporting.

Key Responsibilities:

• Engage with internal stakeholders to understand needs and gather detailed requirements.
• Develop and prioritise high-value user stories for ServiceNow enhancements.
• Create clear, actionable user stories and acceptance criteria aligned to ServiceNow's OOTB capabilities.
• Support business areas in defining and documenting services and processes, especially where no formal catalogue exists.
• Ensure alignment with ServiceNow's Common Service Data Model (CSDM) for platform consistency.
• Facilitate communication between business users and technical delivery teams throughout the solution lifecycle.
• Assist with planning and execution of User Acceptance Testing (UAT).
• Contribute to performance metrics and executive-level reporting frameworks.

Required Experience & Skills:

• 3+ years of experience as a Business Analyst in technology-enabled environments.
• Deep understanding of the ServiceNow platform, particularly its ITSM and ESM modules.
• Experience working with Employee Centre Pro, Service Catalogues, and request fulfilment workflows.
• Strong ability to map and improve business processes.
• Experience translating requirements into user stories suitable for Agile delivery teams.
• Excellent communication and stakeholder engagement skills.
• Familiarity with the Common Service Data Model (CSDM) or similar structured service design frameworks.

Desirable:

• Hands-on configuration or admin experience with ServiceNow.
• Experience with Universal Request, Performance Analytics, or custom reporting solutions.
• Background in large, complex, or regulated organisations (e.g., higher education, government, enterprise).

Work Environment & Benefits:

• Flexible hybrid work model - 2+ days onsite per week
• Be part of a dynamic, purpose-driven transformation program
• Opportunity to work across multiple business functions and service domains
• Access to ServiceNow training and development resources

By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.