Senior Technical Business Analyst Service Now

The opportunity

This is a full-time permanent opportunity based out of Sydney reporting to the Head of Cloud and Middleware. As Senior Technical Business Analyst you’ll be responsible for driving technology and process improvement for our stakeholders, through the use of the ServiceNow platform and related ecosystems. If you have a passion for problem-solving, best-practice and intimate knowledge of the ServiceNow platform with a string desire to provide positive business outcomes in the areas of Telecommunications Service Management, IT Service Management (including Employee Centre) Order Management for Telecommunications, Strategic Portfolio Management, and Integrated Risk this could be the role for you! 

What you’ll be doing day-to-day

• Work with various stakeholders to analyse business requirements and convert to ServiceNow solutions that enable the business to achieve its CX objectives, improve user experience, and drive operational efficiencies.
• Leverage standard ServiceNow functionality with the aim of minimizing the use of custom development to solve complex business requirements as part of a cross-functional agile teams.
• Responsible for quality assurance, ensuring accurate testing cycles working with scrum testers and Enterprise Test Management team.
• This role will be the advocate for user adoption and thought leader to maximise business value of ServiceNow platform.
• Complete gap analysis for as-is and to-be processes, translating into functional and technical specifications.
• Build and maintain relationships with external and internal stakeholders.
• Proactively communicate and collaborate with external and internal stakeholders.
• Analyse multiple data sources in an investigative manner and present insights and opportunities.
• Support change management initiatives related to new feature releases including documentation and training.
• Identify, document, communicate and reinforce standard business processes as they relate to the ServiceNow platform.
• Understanding of how data is used within business processes and its impact on desired business process outcomes.
• Create operational excellence through best practice sharing and process consistency across all users.

What you’ll bring to this role

• A Minimum of 5 years’ experience with a focus on business operations coupled with a minimum of 3 years demonstrated experience driving requirements and analysis of the ServiceNow platform with a completed ServiceNow administrator certification.
• 2 Years demonstrated experience in the Telecommunications sector.
• Excellent communication skills, both oral and written couples with excellent skills in business analysis processes and ability to work closely with senior business stakeholders.
• Outstanding commitment to customer service and internal and external customer experience and the ability to ensure consistency of standards/procedures and promote efficiencies.
• Well-developed relationship building skills and the ability to work and deliver to committed timeframes.

What We Offer 

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy: 

• Diverse and dynamic teams with a supportive and inclusive culture. 
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities. 
• Flexible hours and a hybrid working environment 
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers. 
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service! 
• Study assistance programs to excel your personal growth, learning and development. 
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective. 

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business. 

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives. 

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.  

About Us 

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.  

Ready to take the next step? 

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!  

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.   

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.