Configuration Management Business Analyst (ServiceNow)

We are seeking a highly motivated Configuration Management Business Analyst with strong ServiceNow expertise to join our growing team. This role will play a key part in the ongoing success of our Configuration Management Database (CMDB) and broader IT Service Management (ITSM) initiatives.

As the link between business stakeholders and technical teams, you will ensure configuration management processes are effectively designed, implemented and continuously improved across the ServiceNow platform.

This role also offers an exciting career pathway. During the first 12 months, you will progressively expand into a broader Platform Business Analyst position, supporting additional ServiceNow capabilities including HR Service Delivery, Strategic Portfolio Management, Integrated Risk Management, Security Operations and Now Assist AI.

• Lead and support CMDB and Configuration Management initiatives within ServiceNow.

• Partner with business stakeholders to gather, analyse and document business requirements.

• Translate business requirements into functional specifications and user stories.

• Drive CMDB governance, data quality and continual process improvement.

• Collaborate with ServiceNow developers and architects to deliver effective solutions.

• Facilitate workshops, impact assessments and stakeholder engagement activities.

• Support ITIL-aligned processes including Incident, Change, Problem and Asset Management.

• Improve configuration item (CI) data accuracy, service mapping and relationship integrity.

• Produce reporting and insights that support informed decision-making and operational excellence.

• Proven experience as a Business Analyst working with ServiceNow.

• Strong understanding of Configuration Management, CMDB and ITSM practices.

• Experience with ServiceNow modules such as CMDB, Discovery and Service Mapping.

• Sound knowledge of ITIL frameworks and best practices.

• Excellent stakeholder engagement, communication and facilitation skills.

• Ability to translate complex technical concepts into practical business outcomes.

• Experience working within Agile or hybrid delivery environments.

• Strong analytical, problem-solving and documentation skills.

• ServiceNow certifications (CSA, CIS-ITSM or CMDB-related certifications).

• Experience with data governance and data quality frameworks.

• Exposure to cloud environments or large enterprise IT ecosystems.

• Be part of a high-performing and innovative ServiceNow team.

• Work on enterprise-scale digital transformation initiatives.

• Grow into a broader Platform Business Analyst role across multiple ServiceNow products.

• Flexible working arrangements across Australia.

• Competitive salary and genuine career development opportunities.

• Collaborative, supportive and inclusive team culture.

If you're passionate about ServiceNow and enjoy partnering with stakeholders to deliver business value through technology, we'd love to hear from you.