ServiceNow Business Analyst

Svitla Systems Inc. is looking for a ServiceNow Business Analyst for Now Assist Implementation for a full-time position (40 hours per week) in Australia. Our client is a modern technology company offering enterprise IT solutions to improve employee workflows, infrastructure health, and enhanced customer services.

The ServiceNow Business Analyst will support the rollout of Now Assist and associated ServiceNow enhancements by collaborating closely with the ServiceNow Architect, Technical Consultants, and Subject Matter Experts (SMEs). The role is responsible for gathering and documenting business requirements, mapping processes, and assisting in translating functional needs into technical specifications for the development team. The ideal candidate will have strong analytical skills, familiarity with ServiceNow modules, and experience in digital workflow or AI-enabled solution delivery.

The candidate must work from the office in Sydney. The project's expected duration is 6 months.

Requirements

• 3-5 years of experience as a Business Analyst in ITSM or enterprise workflow environments.
• Strong understanding of ServiceNow capabilities, particularly Now Assist and AI-driven modules.
• Understanding of translating business problems into functional requirements and user stories.
• Experience working with ITIL-based processes and digital service management.
• Expertise in documentation and process modeling (BPMN, Visio, or equivalent tools).
• Strong knowledge of stakeholder management and communication across technical and business teams.
• Familiarity with Agile delivery frameworks and Jira/Confluence for requirement tracking.

Nice to have

• Experience contributing to AI or generative AI-based initiatives within enterprise platforms.
• ServiceNow Certified Business Analyst or ITSM Fundamentals certification.
• Exposure to CMDB, Service Catalog, Knowledge Management, or Virtual Agent features.
• Analytical mindset with an interest in workflow optimization and process automation.

Responsibilities

• Partner with business stakeholders, SMEs, and the ServiceNow team to gather, validate, and document functional and non-functional requirements.
• Work closely with the ServiceNow Architect to align solution designs with organizational goals and Now Assist capabilities.
• Facilitate workshops and discovery sessions to capture requirements for AI-driven use cases, automation, and service optimization.
• Document current state and future-state processes, data flows, and use cases.
• Support the definition and configuration of ServiceNow modules such as ITSM, Knowledge, and Service Catalogue as part of the Now Assist rollout.
• Develop detailed user stories, acceptance criteria, and test case documentation.
• Assist in UAT planning and execution, ensuring delivered solutions meet business expectations.
• Collaborate with development and testing teams to clarify requirements and validate outcomes.
• Track business metrics and success measures for Now Assist adoption and value realization.
• Communicate progress and risks to stakeholders through structured reporting and governance channels.