Business Analyst - ServiceNow (Public Sector)

• 1-year contract, renewable • Hybrid work arrangement • Government project What you will be working on As a Business Analyst, you will be part of a multi-disciplinary team comprising product managers, developers, designers and operations specialists, creating products and services that solve complex problems and deliver meaningful impact. The team you will be joining focuses on streamlining whole-of-government (WOG) governance, risk and compliance (GRC) processes. Our current focus is enabling agencies to comply with IM8 requirements through automation, AI-assisted workflows and continuous assurance practices. Through GovAssure, we are transforming governance from a point-in-time compliance activity into an embedded and continuous part of digital delivery. What you will be working on: • Define and validate business problems, outcomes, scope and success measures. • Analyse current-state and future-state business processes, user journeys and operational workflows. • Facilitate workshops, interviews and stakeholder discussions to gather requirements and align expectations. • Elicit, analyse and document business, functional, non-functional, integration, data and operational requirements. • Translate requirements into user stories, acceptance criteria, business rules and process flows. • Manage requirements traceability and support scope, dependency and change management. • Work closely with Product Managers to prioritise backlogs based on user value, risk and delivery considerations. • Collaborate with engineers, architects and designers to shape practical and scalable solutions. • Support testing activities by defining acceptance criteria and validating delivered features against business requirements. • Support release readiness, operational handover and continuous improvement initiatives. • Participate in incident triage, stakeholder communications and post-incident reviews where required. • Contribute to the design and delivery of AI-enabled capabilities that help agencies create security plans, understand assurance findings, prioritise remediation and maintain continuous assurance. You will also collaborate closely with other members of the cross-functional team: • Work with users and stakeholders to understand pain points, identify opportunities for improvement and validate proposed solutions. • Work with Product Managers to shape product strategy, prioritise requirements and refine backlog items. • Work with designers to improve service journeys and user experience. • Work with software engineers and architects to understand technical constraints, solution options and delivery trade-offs. • Work with DevOps practitioners and operations teams to understand deployment, operational and support requirements. • Work with Scrum Masters and delivery leads to support Agile planning and execution. What we are looking for: • Strong analytical and problem-solving skills. • Excellent communication, facilitation and stakeholder management abilities. • Ability to navigate both business and technical discussions effectively. • Experience gathering, analysing and documenting business requirements. • Experience facilitating workshops and working with diverse stakeholder groups. • Experience translating requirements into user stories, acceptance criteria and process models. • Experience working within Agile software delivery environments such as Scrum or Kanban. • Understanding of software development lifecycles, testing practices and release processes. • Ability to understand enterprise technical concepts such as APIs, integrations, cloud services, identity management and data flows. • Strong attention to detail, organisational skills and ability to manage competing priorities. • Experience in government, regulated environments, SaaS platforms or GRC-related domains will be an advantage. • Experience with ServiceNow or similar enterprise workflow platforms will be an advantage. • A proactive and collaborative team player with a strong sense of ownership and continuous learning. /Ref: T24-243