Business Analyst (ServiceNow)

Milestone IT are currently partnering with a prominent nationwide Retail Enterprise undergoing a major digital transformation. To support their expanding operational technology footprint, they are looking for a Senior Business Analyst with deep ServiceNow expertise to join their team on a permanent basis.

If you know ServiceNow inside and out—and understand how to bridge the gap between complex retail business processes and platform capabilities—this is your opportunity to drive meaningful end-to-end change.

The Role

As the dedicated ServiceNow Business Analyst, you will act as the vital link between retail operations, IT service management, and engineering teams. You won’t just be gathering requirements; you’ll be shaping how ServiceNow powers service delivery across inventory systems, store operations, customer service, and corporate workflows.

What you’ll be doing:

• Discovery & Requirements Gathering: Lead workshops with senior stakeholders across IT, supply chain, and retail operations to map complex user journeys and business processes.
• ServiceNow Optimization: Translate business goals into actionable user stories, technical functional specifications, and workflow maps tailored specifically to the ServiceNow platform (ITSM, ITOM, CSM, or SPM/ITBM modules).
• Process Alignment: Standardize and optimize legacy retail workflows to ensure out-of-the-box (OOTB) ServiceNow capability is maximized before customization is considered.
• Delivery & Testing: Partner closely with ServiceNow developers, system architects, and test leads through sprint planning, UAT execution, and end-user enablement.
• Stakeholder Enablement: Facilitate change management, drive platform adoption, and act as the subject matter expert across business units.

What We’re Looking For

• ServiceNow Mastery: Extensive, hands-on experience acting as a Business Analyst on large-scale ServiceNow implementations, upgrades, or module rollouts.
• Retail Domain Knowledge: A strong understanding of the fast-paced retail ecosystem (supply chain, omni-channel, store operations, or customer service operations) is highly advantageous.
• End-to-End BA Skills: Proven experience with process modeling (BPMN), gap analysis, backlog grooming, and creating clear, high-quality user stories with acceptance criteria.
• Agile & Hybrid Delivery: Strong background working in Scrum/Kanban environments alongside ServiceNow developers and administrators.
• Relationship Builder: Exceptional communication skills with a proven track record of managing conflicting stakeholder priorities and simplifying technical jargon for business executives.
• Certifications (Bonus): ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certifications will set you apart.

What’s in It for You?

• Stability & Impact: A permanent role within a recognized retail brand investing heavily in tech-led operational excellence.
• Modern Work Culture: Flexible, hybrid working arrangements that respect work-life balance.
• Career Growth: Opportunities to lead major enterprise initiatives and expand your domain authority in platform architecture and digital strategy.
• Collaborative Environment: Join a highly skilled, supportive digital delivery team that values innovation and pragmatic problem-solving.

How to Apply

Ready to take the next milestone in your career? Click APPLY NOW to submit your updated resume and cover letter. For a confidential discussion regarding this role or other ServiceNow opportunities, contact the team at Milestone IT on (03) 9670 6***.