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Job Title: ServiceNow / ITSM Business Analyst Large National NFPHybrid | Brisbane | Day Rate ContractBase pay rangeA$750.00/daily - A$950.00/dailyWhy You''ll Love This RoleWork for a mission-driven NFP creating meaningful outcomes for communities across AustraliaContribute directly to an organisation-wide ServiceNow uplift and modernisationHybrid working environment with a supportive, collaborative teamWork across business, technology, operations, and service managementDeliver work that directly improves service experience for thousands of end usersWhat You''ll Be DoingAs the ServiceNow / ITSM Business Analyst, you will:Analyse and document As-Is ITSM processes, SOPs and service workflowsDesign To-Be processes aligned to ServiceNow best practiceDevelop detailed, traceable functional and non-functional requirements using Azure DevOpsProduce ITSM-aligned SOPs, work instructions, RACI diagrams and process documentationSupport ServiceNow configuration by ensuring requirements are clear, testable and structuredFacilitate workshops with ICT, vendors and business stakeholdersSupport SIT and UAT cycles through test scenario development and requirement validationWork closely with Service Desk, ICT Operations and Solution Architects to ensure operational readinessWhat You''ll BringEssential5+ years Business Analyst experience in medium-large technology environmentsStrong exposure to IT Service Management, ITIL frameworks and service operationsDemonstrated experience with ServiceNow ITSM (Incident, Request, Change, Knowledge, CMDB or Catalog)High capability in process mapping (BPMN) and process improvementHands-on experience with Azure DevOps for requirements, traceability and testingStrong documentation skills SOPs, work instructions, user stories, functional specsConfident workshop facilitator and stakeholder communicatorDesirableITIL certificationExperience in NFP, education or community-focused sectorsServiceNow certification or participation in SN implementation projectsExposure to CRM/ERP/Cloud environmentsWhat''s On OfferWork within a values-led, purpose-driven organisationContribute to a critical ITSM uplift that will transform operational supportHybrid working flexibility (Brisbane HQ)Highly supportive team culture with strong leadershipContract through to mid-2026Seniority levelMid-Senior levelEmployment typeContractJob functionInformation TechnologyIndustriesTechnology, Information and Internet#J-18808-Ljbffr