This is a Technical Business Analyst role with Peoplebank based in Melbourne, VIC, AU Peoplebank Role Seniority - mid level More about the Technical Business Analyst role at Peoplebank Job Order 267849 Job Title: Technical BA - ServiceNow Contract duration: initial 12 months – high chance of extension Join a leading provider of mission-critical communication systems across Australia and New Zealand. We’re looking for a Technical Business Analyst with strong ServiceNow experience to support our ITSM uplift and drive continuous improvement across Incident, Problem and Change processes. What You’ll Be Doing Lead end-to-end analysis for ServiceNow implementation and enhancement projects. Map processes, run workshops, gather requirements, write user stories and define acceptance criteria. Work with our US ServiceNow team to design scalable, best-practice ITSM solutions. Drive improvements across Incident, Problem and Change — including future-state design and documentation. Support training, onboarding and change management activities to ensure adoption. Define KPIs, service health metrics and reporting requirements. Partner closely with technical teams, service owners and operational stakeholders. What You’ll Bring Strong experience as a Business Analyst within IT, digital or service management environments. Hands-on understanding of ServiceNow (modules, workflows, data models, CMDB). Solid knowledge of ITIL processes, especially Incident, Problem and Change. Experience running workshops, mapping processes and writing clear documentation. Ability to translate technical detail into business-friendly language and influence stakeholders. Nice to Have: ServiceNow BA / ITSM certifications. Experience uplifting ITSM processes. Exposure to network operations, radio systems, video platforms or safety-critical environments. Knowledge of Service Design, Asset Management, Knowledge Management, Repairs or Assurance. Please APPLY NOW for our immediate consideration. Or you can call Clancy Morris-Dalton 0380 807 225 Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you. Show more Show less Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Peoplebank team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading analysis for ServiceNow projects Driving process improvements Supporting training and change management Key Strengths ️ ServiceNow experience ITIL processes knowledge Business analysis skills ServiceNow BA / ITSM certifications Experience uplifting ITSM processes ⚠️ Exposure to safety-critical environments A Final Note: This is a role with Peoplebank not with Hatch.
