Lead Consultant

Roles and Responsibilities:

• Elicited, analyzed, and documented business requirements through stakeholder workshops, interviews, and discovery sessions.
• Prepared Business Requirements Documents (BRDs), Functional Specification Documents (FSDs), user stories, acceptance criteria, process flows, and source-to-target mapping documents.
• Conducted As-Is and To-Be process analysis to identify improvement opportunities, streamline workflows, and support digital transformation initiatives.
• Facilitated cross-functional workshops with business, technology, operations, and product teams to align requirements and delivery objectives.
• Managed requirements traceability, change control processes, and ensured alignment between business needs and solution design.
• Collaborated with ServiceNow developers, architects, QA teams, and business stakeholders to design and implement scalable solutions across ITSM and enterprise platforms.
• Supported Product Owners with backlog management, prioritization, roadmap planning, and product discovery activities.
• Reviewed test scenarios, validated solution outcomes, coordinated User Acceptance Testing (UAT), and ensured production readiness.
• Conducted defect triage and worked with delivery teams to resolve issues and ensure successful releases.
• Developed KPI dashboards and executive reporting to track operational performance and business benefits realization.
• Drove process automation, manual effort reduction, Straight-Through Processing (STP) improvements, and operational efficiency initiatives.
• Supported stakeholder communication, change management, business adoption, and end-user readiness throughout project lifecycles.

Essential:

• Bachelor’s or master’s degree in computer science, Information Technology, or a related field

Preferred:

• Partnered with business and operations teams to drive workflow automation, reduce manual effort, improve user experience, and enhance service delivery.
• Contributed to change management, user training, stakeholder communication, and adoption activities to ensure successful implementation outcomes.
• Ensured solutions adhered to governance standards, business objectives, and ServiceNow best practices within Agile delivery frameworks.

• Should have worked in Large Projects
• Excellent customer interfacing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and Problem-solving skills.

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing