Senior ServiceNow Business Analyst

_{12th August, 2026}

About the Opportunity Advance Thinking is seeking an experienced ServiceNow Business Analyst / Process Specialist to join a newly formed enterprise ServiceNow team with one of our key clients.

This is a hands-on role for someone who understands both business process and the ServiceNow platform — someone who can engage stakeholders, unpack complex requirements and turn them into clear, developer-ready outcomes.

You'll initially join through Advance Thinking on a 5-month contract, with a structured pathway to transition into a permanent position directly with our client.

Working across a broad ServiceNow roadmap, you'll help shape requirements, platform demand and process improvement across ITSM, ITOM, HRSD and IRM.

The Role You'll act as the key link between business stakeholders, process owners and the ServiceNow development team, taking requirements from initial discovery through to delivery and adoption.

Key responsibilities include:

• Facilitate workshops and engage stakeholders to understand business needs and processes.
• Translate requirements into clear user stories, acceptance criteria and developer-ready specifications.
• Manage platform demand, intake and prioritisation of ServiceNow enhancements.
• Facilitate backlog refinement, sprint planning and other Agile delivery activities.
• Identify opportunities to simplify, standardise and automate business processes.
• Develop test plans and coordinate UAT, defect management and business validation.
• Work closely with ServiceNow developers and technical leads throughout the delivery lifecycle.
• Maintain platform and process documentation and provide visibility of demand, backlog and delivery progress.

What We're Looking For You'll be an experienced ServiceNow Business Analyst or Process Specialist who is comfortable operating across both business and technology within a complex enterprise environment.
Ideally, you'll bring:

• 3+ years' experience working hands-on within a ServiceNow environment as a Business Analyst, Process Analyst or Functional Specialist.
• Strong requirements gathering, process mapping and workshop facilitation capability.
• Experience writing high-quality user stories and acceptance criteria.
• Strong understanding of Agile delivery, backlog management and demand prioritisation.
• Experience coordinating UAT, test planning and defect resolution.
• A track record of simplifying processes and identifying opportunities for automation and continuous improvement.
• Exposure to ITSM and ITOM, with HRSD and/or IRM experience highly regarded.
• Strong stakeholder engagement skills across both business and technical teams.

ServiceNow Certified System Administrator (CSA) certification is required, with relevant CIS certifications highly regarded.
Lean Six Sigma or other process improvement qualifications would also be advantageous.
What's on Offer

• Contract-to-Permanent: Initial 5-month contract through Advance Thinking with a structured pathway to join the client permanently.
• Melbourne Hybrid: Flexible hybrid working arrangement.
• Strong Remuneration: Competitive contract rate followed by a competitive permanent package.
• Enterprise ServiceNow Environment: Work across ITSM, ITOM, HRSD and IRM within a complex enterprise platform.
• Real Influence: Help shape platform demand, process maturity and how ServiceNow solutions are delivered across the organisation.

If you're a strong ServiceNow BA who enjoys getting into the detail, challenging inefficient processes and turning business problems into practical platform outcomes, we'd love to hear from you.